Operations Manager | Cebu

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Ethos Support is a recognized global BPO that goes beyond the conventional, delivering exceptional value in Customer Support, Tech Support, Customer Success, and Back Office Support. Known as the world’s most flexible BPO, we help businesses simplify CX processes and scale faster.

We put people first, fostering a supportive work environment that reduces churn and boosts performance. At Ethos, employee experience and customer experience go hand-in-hand.

The Role

We’re looking for a hands-on Operations Manager to lead our Cebu site. This is a role for someone who can deliver results and build a culture that people want to be part of.

You’ll need more than theory. We want someone who has done this before — who can talk specifics, show results, and lead from the front.

Key Responsibilities

• Lead site operations with full accountability for performance, client alignment, and team success.
• Create and execute performance improvement plans with measurable outcomes (e.g., increasing QA scores, reducing attrition, improving CSAT).
• Proactively identify issues before they become problems and drive concrete solutions — don’t wait for instructions.
• Build and maintain strong client partnerships, ensuring transparency and strategic collaboration.
• Uphold a healthy culture: prevent cliques, address toxic behaviors, and foster collaboration across teams.
• Manage workforce alignment: ensure teams and leaders are scheduled with proper overlap for coaching and development.
• Oversee KPIs, headcount, staffing levels, and reporting accuracy to ensure operational decisions are data-driven.
• Coach, mentor, and develop leaders (TMs, SMEs, QAs), preparing them for higher responsibility.
• Collaborate cross-functionally with HR, Recruitment, Training, and IT to deliver excellent employee and client experiences.

Required Experience

• 5+ years in BPO operations leadership, managing 100+ seat programs.
• Proven success in performance management (e.g., turning around underperforming teams, executing day improvement plans).
• Ability to provide specific examples of how you improved metrics (CSAT, QA, AHT, attrition, etc.) in past roles.
• Strong client-facing experience with the confidence to lead discussions, push back when needed, and think strategically.
• Experience with Lean Six Sigma, process improvement, or equivalent real-world expertise.

What we are looking for

• Serious about results but approachable and people-first.
• Holds people accountable while balancing empathy and fairness.
• Not a “yes” person—brings ideas, recommendations, and solutions.
• Proactive, decisive, and comfortable taking the wheel when needed.
• Able to explain processes clearly, not just say “I can do it.”
• Recognizes and addresses toxic culture quickly.

Why Work with Us?

At Ethos, you’ll have the autonomy to make decisions that matter. We’re scaling fast, and this role is your chance to directly shape the future of our Cebu site while working with a leadership team that values trust, accountability, and innovation.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Industries: Outsourcing and Offshoring Consulting

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Head of APAC Service Delivery/Philippines, Cebu, Central Visayas, Philippines

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