Senior Operations Manager
2 weeks ago
About The Role
We are seeking a highly skilled and experienced Senior Operations Manager to oversee the operations of our Business Process Outsourcing (BPO) division. The Senior Operations Manager will be responsible for managing a team of supervisors and agents, optimizing processes, and ensuring exceptional service delivery to our clients. This role requires strong leadership abilities, strategic thinking, and a proven track record of success in BPO operations management.
You'll Be...
- Acting as a strategic advisor to the partner by keeping key points of contact up to date with their key challenges and opportunities
- Identifying and evaluating partner key performance indicators and coaching frontline leadership with the actionable behaviors necessary to meet the partner's objectives
- Defining team performance and ensure quantitative and qualitative objectives are met, per their contract
- Overseeing program operations, includes hiring, onboarding, training, quality assurance, tool optimization, and team building
- Delivering upon the expected program-level financial results
- Establishing a quality-focused team culture with strong communication and adherence to the PartnerHero Core Values
- Identifying program issues and risks, and developing mitigation initiatives to reduce the potential impact
- Participating in regular program Quarterly Business Reviews with the partner's executive leadership team
- Practicing heightened awareness of startup e-commerce organizations and the agility required to work within these teams
- Managing and mentoring staff
- Directly managing and mentoring frontline team supervisors and team leads
- Evaluating program health and taking actionable steps to ensure team member retention and engagement
- Performing regular 1:1's with all direct reports, as well as skip levels with other team members
- Resolving personnel issues as they arise and take appropriate actions to remedy outliers
- Supporting team leads and managers in establishing SMART goals and professional development
- Fostering a problem-solving environment demonstrating teamwork and innovation
- Establishing a standard and encouraging the learning and sharing of best practices
- Crafting best practices and templates based on program needs/requirements
- Heavy reliability in people skills and proficiency for problem-solving
What You Bring To The Table
- 3+ years as a CX Operations Manager/Program Manager for multiple accounts in the BPO industry
- 2+ years successfully managing teams up to 100+ associates and mentoring 10+ frontline team Operations Managers, Team Managers and/or Team Leads in the BPO industry
- Experience overseeing seasonal hiring, staffing, training, and quality control programs
- Proven ability to develop master schedules and shifts in accordance with service level agreements
- Experience optimizing and streamlining platforms such as ZenDesk, TalkDesk, Shopify, and Gsuite applications
- Strong understanding of how to use data to generate reports and assess the health and efficacy of a partner program
- Virtual team leadership in the U.S. and other international locations
- Contact center proficiencies associated with skill-based routing, telephony IVR, CRM, and KB implementation and optimization
- If you have these additional skills that would be great (but not required):
- Experience working within a brand-driven startup environment
- Omnichannel contact center experience and leadership (phone, email, chat, etc.)
- Experience leading teams impacted by seasonality and high consumer demand periods
- Experience in a high-stress operational group that is dependent on escalation priority and issue triage
- Competitive salary compensation based on experience
- Attractive benefits package such as medical, dental, and vision (determined by the location)
- Access to free posture-based fitness workouts from home
- Paid Sabbatical Leave
- Training opportunities provided by PartnerHero and outside entities
- Ability to own your career and determine your next move at PartnerHero
- Equipment needed to be successful in your role
Company Culture is at our core
Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
- Care for others - Cooperate, empathize, and seek opportunities to put each other first.
- Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
- Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
- Take ownership - Doing the right thing should come naturally.
- Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues
PRIVACY NOTICE
PartnerHero is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.
To understand more about PartnerHero's privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.
#J-18808-Ljbffr
-
Senior Operations Manager
2 weeks ago
Manila, National Capital Region, Philippines Humanly (humanly) Full timeSenior Operations Manager (Ortigas & Anonas) Posted 30+ days ago Pasig City, National Capital Region (Manila), Philippines +1 more About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a...
-
Finance Manager
1 day ago
Manila, National Capital Region, Philippines Offshore Outsource Operations, Inc. Full timeAbout Offshore Outsource OperationsLocation: Ortigas Centre of Pasig City.We are an innovate BPO solutions team that delivers cost-effective results to our Australian based client. As a team, we work hard and play hard, enjoying what we do. We have a strong focus on customer service, operating in a supportive and collaborate office. All employees must work...
-
Senior Ad Operations Manager
2 weeks ago
Manila, National Capital Region, Philippines Smartly Group Full timeWe are seeking an experienced and hands-on Senior Ad Operations Manager to lead our digital advertising operations team. The ideal candidate will have a robust background in ad ops,with expertise in Google Campaign Manager 360 (CM360). In addition to overseeing campaign execution, the Senior Ad Operations Manager will be responsible for building and managing...
-
Senior PowerBI Developer
2 weeks ago
Manila, National Capital Region, Philippines HOVER SENIOR LIVING COMMUNITY Full timeAbout the RoleA Senior Power BI Developer is a professional responsible for designing, developing, and managing Power BI solutions for an organization. This role requires a deep understanding of data analysis, visualization, and reporting, along with a solid grasp of data warehousing and business intelligence concepts. A Senior Power BI Developer works...
-
Staff Accountant
2 weeks ago
Manila, National Capital Region, Philippines Eden Senior Care Full timeEden Senior Care is a fast-growing company that operates skilled nursing facilities and assisted living facilities. We are looking for a Staff Accountant to work with the accounting team led by the Accounting Manager. Substantial training will be involved to familiarize the Staff Accountant with Eden processes and systems.Perform reconciliations on bank...
-
Senior Operations Executive
2 weeks ago
Manila, National Capital Region, Philippines Branding Science Group Full timeSenior Operations Executive (healthcare market research) Senior Operations Executive (healthcare market research)Remote based Hours: 3pm to 12am PSTAbout Us: At Branding Science Research, we're not just another consultancy - we're pioneers in the fusion of behavioural, marketing, and data sciences. Our global insights-driven approach empowers pharmaceutical...
-
Senior Operations Executive
2 weeks ago
Manila, National Capital Region, Philippines Branding Science Group Full timeSenior Operations Executive (healthcare market research) Remote basedHours: 3pm to 12am PSTAbout Us: At Branding Science Research, we're not just another consultancy - we're pioneers in the fusion of behavioural, marketing, and data sciences. Our global insights-driven approach empowers pharmaceutical brands, portfolios, and early-stage assets with...
-
Senior Operations Manager
2 weeks ago
Manila, National Capital Region, Philippines Premier BPO Inc. Full timeResponsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.To proactively maintain regular engagement with key client contacts in line with client expectations.Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance...
-
Senior Tutor and Operations Manager
10 hours ago
Manila, National Capital Region, Philippines Wombat Enrichment Corp Full timeJob DescriptionAssess and deliver high-quality instruction to children following the SAM Singapore Math curriculum with support and guidance from the franchise system. Includes 2 week training.Oversee the daily operations of the enrichment center, ensuring a smooth and efficient workflowSupervise and provide guidance to future tutors and administrative...
-
Continuous Improvement Project Manager
2 weeks ago
Manila, National Capital Region, Philippines Global Process Manager Inc. Full timeWrist is the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics, providing data transparency,...
-
Senior Security Operation Center Manager
2 weeks ago
Manila, National Capital Region, Philippines Damco Spain SL Full timeSenior Security Operation Center Manager Introduction:Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.At Maersk, we believe in the power...
-
Operational Risk Management
2 weeks ago
Manila, National Capital Region, Philippines Shopee Full timeOperational Risk Management (ORM) Lead, SeaBankExperienced (Team Lead)SeaMoney is a part of Sea Group, a leading global consumer internet company. SeaMoney's mission is to better the lives of individuals and businesses in our region with financial services through technology. SeaMoney's offerings include mobile wallet services, payment processing, credit...
-
HR Operations Specialist
2 weeks ago
Manila, National Capital Region, Philippines EcoPlanet Green Operations GmbH Full timeSelect how often (in days) to receive an alert: Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most...
-
Market Planning and Operations Specialist
2 weeks ago
Manila, National Capital Region, Philippines EcoPlanet Green Operations GmbH Full timeMarket Planning and Operations Specialist (Project Based)JOB LOCATION: Unilever RFM Ice Cream – Manggahan, PasigROLE TYPE: Project-based until December 31, 2025BACKGROUND AND PURPOSE OF ROLE: This role is responsible for managing and delivering the forecasted sales growth of the assigned category or business unit through control towering end-to-end sales...
-
Senior Production Operations Scheduler
2 weeks ago
Manila, National Capital Region, Philippines IQVIA SOLUTIONS OPERATIONS CENTER PHILIPPINES, INC. Full timeJob Responsibilities:Monitors the production environment, consisting of mainframe, UNIX, LINUX and NT platforms, using established tools.Responsible for first level response to job failures within the production environment.Takes corrective actions when possible according to established SOP.Escalates issues requiring second-level support to appropriate...
-
Operation Manager
2 weeks ago
Manila, National Capital Region, Philippines JOBS PH Full timeEXPERIENCE MUST BE FROM FOOD INDUSTRY /MANUFACTURE/IMPORT/RESTAURANT)Requirements:Bachelor's degree in operations management or related field. Experience in management, operations, and leadership. Understanding of general finance and budgeting, including profit and loss, balance sheet, and cash-flow management. Ability to build consensus and relationships...
-
Operations Manager
2 weeks ago
Manila, National Capital Region, Philippines Private Advertiser Full timeAccesshealthcare is in need of a Healthcare Operations Manager to be part of our growing team team.Qualifications :With Experience in Healthcare Provider Credentialing and EnrollmentWith atleast 2 years experience as Operations Manager in a BPO set upAmenable to report On-Site in McKinley Hill, TaguigAmenable to work on a Permanent NightshiftStart ASAP...
-
Operations Manager
2 weeks ago
Manila, National Capital Region, Philippines WeSource Management Consultancy Firm Full timeWe are urgently hiring for Operations Manager Salary: PHP100,000 to PHP110,000 Shift: UK hours, necessitating availability during weekends and Philippine public holidays. Core workload hours are 9 AM 9 PM UK time due to the 24/7 Hoop. Immediate availability is preferred. Long-term remote work arrangement envisaged. Job Overview: As the Operations Manager,...
-
Senior Operations Manager
2 weeks ago
Manila, National Capital Region, Philippines TDCX Full timeSenior Operations Manager - Mandarin BilingualDo you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMoreTop reasons to...
-
IT Director
2 weeks ago
Manila, National Capital Region, Philippines Global Process Manager Inc. Full timeManagement (Information & Communication Technology) Please apply through this link: About WristWrist is the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All...