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
