Group Manager – Operations (Retention & Customer Success)

Onsite | Alabang | Night Shift

We are seeking a highly experienced and results-driven Group Manager – Operations (Retention & Customer Success) to lead and oversee customer service and retention operations. This role is responsible for driving team performance, improving customer experience, and ensuring the delivery of high-quality service while focusing on customer retention and long-term success.

Key Responsibilities:

Lead, mentor, and manage a team of Customer Service and Retention Specialists to achieve performance and service goals
Oversee daily operations, ensuring high-quality customer interactions across all channels
Monitor and evaluate customer engagements to ensure adherence to quality, efficiency, and company standards
Develop and implement strategies focused on customer retention, satisfaction, and lifecycle management
Handle escalated and complex customer concerns, ensuring timely and effective resolution
Track, analyze, and report key performance indicators (KPIs) such as retention rates, CSAT, response time, and resolution metrics
Design and implement training and development programs to continuously enhance team capabilities
Identify process improvement opportunities and drive operational efficiencies
Collaborate with cross-functional teams to address customer feedback and improve overall customer experience
Prepare and present performance reports, insights, and actionable recommendations to senior leadership

Qualifications:

Bachelor's degree in Business Administration, Management, or a related field
At least 8–10 years of experience in customer service, retention, or operations management
Proven experience managing Customer Success or Retention teams, preferably in a SaaS or BPO environment
Strong leadership, coaching, and stakeholder management skills
Excellent communication and interpersonal abilities
Experience with customer success platforms such as ChurnZero, Planhat, Gainsight, or similar tools
Strong analytical and problem-solving skills with a data-driven mindset
Deep understanding of customer lifecycle, retention strategies, and service excellence
Experience in KPI tracking, reporting, and performance management
Willing to work onsite in Alabang on a night shift schedule

Group Manager- Operation (Retention and Customer Success)