Strategic Customer Care Operations Lead

xerox philippines; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Xerox Holdings Corporation is seeking an Operations Manager to lead the Customer Care organization in the Philippines. The role focuses on delivering exceptional service, maintaining SLAs, and driving efficiency across the team.

You will coach senior specialists and team leaders, optimize resource allocation, and partner with cross-functional teams to address issues and improve customer experience. A data-driven mindset and strong leadership are essential.

Qualifications

• Minimum 5+ years in Customer Care, Client Operations, or Operations Management
• Experience managing customer-facing teams and multiple direct reports
• Experience with KPIs, SLAs, and data-driven performance reviews
• Strong communication with senior stakeholders across functions

Responsibilities

• Directly manage Customer Care Senior Specialists, Specialists, Process Analysts, and Team Leaders
• Allocate resources to meet demand and priorities
• Ensure adherence to SLAs, KPIs, and service standards
• Review case resolution, escalation handling, and service delivery metrics
• Drive process improvements and data-driven decision making
• Maintain data integrity across systems and reporting tools
• Provide regular performance insights to stakeholders
• Coordinate cross-functional collaboration to address gaps and risks

Skills

Analytical skills

Operations management

People management

Leadership

Stakeholder management

Communication skills

Education

Bachelor's degree in Business/Management/Operations

MBA (finance/administration/ops) a plus

PMP / ITIL / Six Sigma / Lean preferred

Tools

Microsoft Excel

Dashboard tools

Job description

Xerox Holdings Corporation is seeking an Operations Manager to lead the Customer Care organization in the Philippines. The role focuses on delivering exceptional service, maintaining SLAs, and driving efficiency across the team.

You will coach senior specialists and team leaders, optimize resource allocation, and partner with cross-functional teams to address issues and improve customer experience. A data-driven mindset and strong leadership are essential.