The Senior Operations Manager / Program Director provides strategic, operational, and financial leadership for a Philippine energy utility contact center program delivering voice and chat customer service. This role is accountable for end-to-end program performance, client governance, regulatory compliance, and long-term transformation while leading multi-layered teams through Operations Managers and Team Leaders.
Key Responsibilities
Program & Strategic Leadership
- Own and lead the overall delivery, strategy, and performance of the energy utility contact center program
- Translate client and business objectives into operational strategy, execution plans, and measurable outcomes
- Drive scalability, operational maturity, and long-term sustainability of the program
Client & Stakeholder Management
- Serve as the primary senior point of contact for client leadership and executive stakeholders
- Lead governance forums, QBRs, and strategic reviews, presenting performance, risks, and improvement roadmaps
- Build strong partnerships with client counterparts to support trust, transparency, and value creation
Operational Excellence & Delivery
- Oversee voice and chat operations supporting billing, payments, usage inquiries, meter concerns, service requests, outages, disconnections, and reconnections
- Ensure achievement of SLAs and KPIs including CSAT, Quality, AHT, FCR, Productivity, Adherence, and Cost-to-Serve
- Provide executive oversight during outages, peak demand, and emergency response scenarios
Financial & Commercial Accountability
- Own program financials, including budget management, forecasting, cost optimization, and margin performance
- Drive efficiency initiatives to improve productivity, reduce cost per contact, and enhance ROI
- Support contract management, renewals, and commercial negotiations in partnership with senior leadership
People Leadership & Organizational Health
- Lead and develop Operations Managers, support leaders, and cross-functional partners
- Set the culture and expectations for high performance, accountability, and customer-centricity
- Drive leadership capability building, succession planning, and retention strategies
Governance, Risk & Compliance
- Ensure compliance with energy utility regulations, data privacy laws, and internal governance standards
- Oversee risk management, audit readiness, and business continuity planning
- Ensure proper execution of critical communications, outage protocols, and regulatory escalations
Performance Analytics & Decision Making
- Leverage data and analytics to identify trends, risks, and opportunities
- Drive fact-based decision making and continuous improvement initiatives
- Ensure transparency and accuracy in executive-level reporting and dashboards
Transformation & Continuous Improvement
- Champion process optimization, automation, and digital transformation initiatives
- Lead change management for new tools, channels, regulations, or service models
- Promote innovation across omnichannel customer service and customer experience design
Required Qualifications
- Bachelor's degree or equivalent professional experience
- 10+ years of contact center experience, with 5+ years in senior operations or program leadership roles
- Proven experience managing large-scale voice and chat operations
- Strong background in energy utilities, utilities, or highly regulated industries
- Demonstrated experience owning client relationships, financials, and governance
Skills & Competencies
- Executive-level leadership and stakeholder management
- Strong strategic, financial, and commercial acumen
- Excellent communication and presentation skills in English (Filipino/Tagalog proficiency preferred)
- Ability to lead complex operations and manage high-risk scenarios (e.g., outages, regulatory issues)
- Data-driven, decisive, and results-oriented leadership style
Preferred Qualifications (Nice to Have)
- Experience with PH energy utility providers or government-regulated accounts
- Expertise in billing systems, CRM platforms, or utility management solutions
- Certifications in Lean Six Sigma, PMP, or Executive Leadership programs
Work Setup
- Full-time position
- Onsite / Hybrid / Work-from-Home (as applicable)
- Location: [Manila/Pampanga]
