Senior Operations Manager Customer Support

Nature of Employment: Full Time

Working Setup: Full Onsite

Location: The Curve, BGC, Taguig City

Working Schedule: 11:00 PM - 8:00 AM

Salary: PHP 100,000 - PHP 200,000

Role Overview:

The Senior Operations Manager – Customer Support is a strategic and leadership-focused role responsible for driving end-to-end operations within a high-performance customer support and/or contact center environment. This role leads multiple teams and managers, ensuring operational excellence, service delivery, and continuous improvement across all functions.

The position partners closely with senior stakeholders and clients to align business objectives, enhance service quality, and deliver measurable impact. The role also plays a critical part in scaling operations, optimizing processes, and leading transformation initiatives while maintaining strong governance, risk management, and performance accountability.

This is a fast-paced leadership role suited for an experienced professional who can operate independently, influence stakeholders, and deliver results in a dynamic, client-driven environment.

Qualifications:

• 8–12+ years experience in operations, customer support, or contact center environments
• 2–4+ years in a Senior Manager-level leadership role managing managers and large teams
• Strong background in BPO/contact center operations
• Proven experience in client services or account management
• Exposure to US RPO / volume hiring
• Experience in scaling operations or startup environments
• Demonstrated ability to lead teams, drive KPIs, and manage performance
• Strong expertise in process improvement and operational transformation
• Excellent stakeholder and client management skills
• Experience with CRM and/or ATS systems
• Strong analytical and reporting capabilities
• Bachelor's degree required; advanced education/certifications a plus