Operations Manager

JOB SUMMARY

The Operations Manager is a high-impact leadership role responsible for supporting and guiding a dedicated Philippines-based team in close partnership with U.S.-based leadership. This individual will act as the boots on the ground extension of the business, ensuring operational consistency, visibility, and alignment across functions including customer service, billing, finance, and IT.

This is a role for a proactive leader with real-world experience in customer service and call flow management. It is not a passive supervisory position; it requires an individual who can drive collaboration, manage employee relations, and ensure the team remains a cohesive, high-performing unit while reinforcing the processes established by the U.S. headquarters.

ABOUT THE PROGRAM

Our client is a leading U.S.-based network of technical service companies providing comprehensive infrastructure design, installation, and maintenance across North America. This offshore program is a critical component of their global business strategy, providing financial and customer support services that contribute to overall business performance.

RESPONSIBILITIES

Team Leadership & Operational Oversight

• Provide day-to-day guidance and oversight to the Philippines-based team, reinforcing expectations set by U.S. leadership.
• Monitor attendance, productivity, and overall team performance, escalating concerns and trends as needed.
• Act as the primary point of contact for employee relations, fostering a professional, accountable, and collaborative culture.
• Serve as the first point of escalation for team-related issues to support timely resolution.

Strategic Partnership & Communication

• Partner closely with U.S.-based stakeholders to ensure alignment on priorities, expectations, and execution.
• Provide regular feedback, insights, and visibility into team performance, risks, and opportunities.

Process Reinforcement & Billing Oversight

• Reinforce established workflows across billing, accounting, and support functions, ensuring consistency and adherence.
• Accounting Support: Monitor day-to-day financial workflows and escalate complex accounting questions to U.S. functional leads as needed.
• Identify inefficiencies, gaps, or risks in daily operations and provide recommendations for improvement.

Performance Monitoring & Change Management

• Track and report on KPIs and SLAs aligned with business goals.
• Support the rollout and adoption of new processes, system implementations (ERP), and organizational changes.
• Assist in building scalable team structures to support future growth and program expansion.

Requirements

• Experience: 5–8+ years of experience in Operations Management or Site Leadership within a BPO or shared services environment.
• Industry Background: Previous experience in Field Services (e.g., HVAC, Plumbing, or Construction) is highly preferred.
• Functional Expertise: A strong background in Billing or Accounting operations is strongly preferred.
• Operational Knowledge: Solid understanding of customer service and call flow management.
• Communication: Excellent English communication skills with the ability to provide clear, professional updates to executive stakeholders.
• Schedule: Must be able to work a Monday to Friday, 9 AM to 6 PM Pacific Time schedule.
• Education: Bachelor's degree in Business, Operations, Finance, or a related field.

NICE-TO-HAVES

• Experience supporting offshore team growth or start-up to scale environments.
• Familiarity with ERP systems such as GP, Trindocs, or ServiceTitan.
• Lean, Six Sigma, or PMP certification.