We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Operations Manager
Program: Telecommunications (Voice, Data & Broadband)
Site: Manila, Philippines
Reporting to: Operations Director
Salary Range: PHP 60,000 70,000
About Acquire Intelligence
Acquire Intelligence exists to help businesses unlock smarter ways of working. By combining people, process, and automation, we enable organizations to grow faster and operate with confidence. Our mission is to remove complexity, improve performance, and drive intelligent transformation globally.
As an Acquire Intelligence employee, your role is critical in achieving operational excellence, meeting program objectives, and upholding our information security standards. We are a values-led organization, and we expect all team members to embody our values of
Curious and Clever, Entrepreneurial Energy, Fast with Intent, and Laugh and Learn.
A SNAPSHOT OF YOUR ROLE
As an Operations Manager, you are responsible for overseeing multiple lines of business (LOBs) within a telecommunications customer service and renewal program. Your primary focus is on driving customer retention, contract renewals, and service excellence across all supported LOBs.
You will lead cross-functional operational teams, ensure consistent performance against SLAs and renewal targets, and partner closely with internal stakeholders to deliver a seamless, high-quality customer experience. This role requires a balance of operational rigor, customer advocacy, and commercial awareness.
Key Responsibilities
Multi-LOB Operations & Service Delivery
- Manage end-to-end operations across multiple customer service and renewal LOBs
- Ensure alignment of performance standards, processes, and customer experience across all LOBs
- Drive consistency in service delivery while adapting strategies to LOB-specific requirements
- Monitor capacity planning, staffing, and productivity to support fluctuating renewal volumes
Customer Service & Renewal Performance
- Own performance metrics related to customer retention, renewal conversion, and customer satisfaction
- Partner with Quality and Training teams to strengthen renewal conversations, objection handling, and service behaviors
- Analyze churn drivers, renewal failures, and customer feedback to implement targeted improvement plans
- Ensure frontline teams balance efficiency with high-touch customer engagement
Leadership & Team Development
- Lead and develop Team Leaders and supervisors across multiple LOBs
- Establish clear accountability, performance expectations, and coaching rhythms
- Build a culture focused on customer advocacy, ownership, and continuous improvement
- Support succession planning and leadership readiness within the program
Stakeholder & Cross-Functional Collaboration
- Collaborate with Workforce Management to ensure accurate forecasting and scheduling for renewal cycles
- Partner with Analytics and Reporting teams to track trends, risks, and opportunities across LOBs
- Work closely with HR, IT, Finance, and Compliance teams to support operational stability
- Contribute to operational reviews and business updates with actionable insights
Performance, Compliance & Continuous Improvement
- Ensure compliance with SLAs, internal controls, and information security standards across all LOBs
- Lead root-cause analysis for performance gaps and customer experience issues
- Identify opportunities to streamline processes, reduce repeat contacts, and improve renewal outcomes
- Support automation and efficiency initiatives aligned with business goals
a Bit About You
- Bachelor's degree in Business, Management, or a related field (preferred)
- 5+ years of experience in BPO operations, with at least 2 years in an Operations Manager or equivalent leadership role
- Demonstrated experience supporting or leading sales, renewals, retention, or revenue-generating programs within a contact center environment
- Strong understanding of contact center operations, SLA management, and technical or telecommunications programs (preferred)
- Proven experience leading large teams in a client-facing, performance-driven environment
- Strong communication, stakeholder management, and problem-solving skills, with the ability to influence outcomes across operational and commercial priorities
What We Value
We are proud of our diverse global team, united by four core values:
- Curious and Clever Smart questions lead to better solutions
- Entrepreneurial Energy Take ownership and think like a business leader
- Fast with Intent Move quickly while delivering meaningful results
- Laugh and Learn Grow together and keep things human
Join the A-Team and experience the A-Life!
