Direct Customer Service Operations for Australian Media and Platforms
As the Senior Operations Manager (Head of Service), you will lead a Manila-based contact center supporting Australian customers across multiple channels. This role requires proven senior leadership experience, strong Australian market exposure, and the ability to manage multi-layered teams at scale. Your leadership will directly influence service quality, operational performance, and customer outcomes in a high-volume, performance-driven environment. With Emapta, you will operate in a global setup where execution, accountability, and consistency are critical.
Job Overview
Employment type: Full time
Shift: Day Shift, Shifting Rest Days (AU shift; must be flexible and available for weekends, holidays, and occasional extended hours as needed)
Work setup: Onsite, Megatower, Ortigas
Exciting Perks Await!
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- Minimum 7+ years of leadership experience in contact center operations at Head, Director, or equivalent level(non-negotiable)
- At least 5 years of experience supporting Australian customers(non-negotiable)
- Proven experience managing multi-tiered teams (Team Leaders and Managers) in a BPO or contact center environment
- Strong background in customer service operations, performance management, and KPI delivery
- Demonstrated expertise in CX analytics, operational data interpretation, and performance optimization
- Experience in scaling operations, leading transformations, or building service functions
- Excellent English communication and stakeholder management skills
- Strong background in home-delivery service and product offering strategy design and execution (e.g., fibre internet/telecom services, home delivery services such as Uber Eats, Deliveroo, etc.)
Ideal Leader Profile
- Tagapanguna - A strategic pioneer and startup builder who will do what's needed to deliver the vision
- May Malasakit - A fiercely customer-obsessed leader who drives best-in-class CX outcomes
- Tagapagtaguyod - An engaging people leader and culture champion who fosters a highly engaged environment
- Mapanuri - A relentlessly curious leader passionate about change and continuous improvement
Your Daily Tasks
Strategic Leadership & Vision
- Define and execute the strategic roadmap for the Manila contact centre, aligning operational priorities with Australian business objectives and customer experience goals
- Set clear performance expectations for Team Leaders and Team Coaches, ensuring accountability across operational functions
- Lead long-term workforce planning, capability frameworks, and succession strategies for sustainable growth
- Champion innovation and digital transformation initiatives using technologies such as Genesys, Salesforce, PowerBI, and knowledge management platforms
- Serve as the Voice of the Manila operation in strategic forums, influencing company-wide service delivery strategy
Operational Excellence & Performance Management
- Own end-to-end accountability for contact centre KPIs including CX, QA, Productivity (AHT/ACW/ASA), Performance (ATS/Utilisation/Occupancy), and SLA/GOS
- Identify operational risks and opportunities and implement corrective actions to maintain or exceed performance targets
- Drive cost efficiency and budget management while maintaining service quality and team well-being
Culture, Engagement & People Leadership
- Build a high-performance culture centered on psychological safety, accountability, learning, and customer outcomes
- Lead recruitment, onboarding, and talent development strategies with HR and Training teams
- Drive engagement initiatives supporting agent well-being, recognition, and career progression
- Provide mentorship and coaching to Team Leaders and Team Coaches
- Foster a culture of Madiskarte (resourcefulness), encouraging teams to challenge the status quo and take ownership
Stakeholder Management & Cross-Functional Partnership
- Build strong partnerships with stakeholders across Australia and the Philippines including executives and functional leaders
- Facilitate business reviews presenting performance insights and strategic recommendations
- Partner with Training and Development teams to align capability programs with business needs
- Represent the Manila operation in cross-functional projects and strategic planning initiatives
Compliance, Risk & Governance
- Ensure compliance with Australian regulatory requirements, industry standards, and internal policies
- Identify and mitigate operational, reputational, and compliance risks
- Maintain governance frameworks across QA, data privacy, workforce management, and incident management
- Lead investigations and root cause analysis for major service incidents
- Champion ethical conduct, transparency, and accountability across the operation
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
