Senior Operations Manager

Overview

UnifyCX is looking for an extraordinary Senior Operations Manager to join our motivated and ambitious team.

Role and Location

Role: Senior Operations Manager

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Graveyard

Benefits

• Day 1 HMO
• Day 1 Life Insurance

What Will You Do?

The Senior Operations Manager is responsible for the day-to-day operations of accounts and lines of business in the contact center. The role includes being a key point of contact with clients and managing the performance of Operations Managers and Team Leaders in the operations department.

As the SOM, you will meet/exceed the service level agreements (SLA's) defined in the client statements of work. You will coach and develop operations staff and ensure operational continuity by building leadership capacity to scale operations. You are expected to have a continuous improvement mindset to achieve KPIs across positions and accounts. The position will be based in our Philippine call center in Eton Centris Site, Quezon City.

Responsibilities

• Support, coach, and develop Operations Managers, Team Leaders, and support staff in the operations department
• Meet/Exceed account-level KPIs as defined by each account's statement of work
• Establish operational processes aligned with client and UnifyCX goals
• Meet/Exceed account-level profitability (P&L)
• Maintain a positive culture to support employee tenure/retention
• Be an active player in the implementation and launch of new programs
• Manage day-to-day account-level operations
• Conduct business reviews with internal teams and clients to present status of the business
• Other assignments as deemed necessary by the Country Manager and relevant to contact center operations

Who You Are Required Qualifications

• Bachelor's degree or higher
• Experience as head of a contact center operations account
• Knowledge in driving account-level P&L
• Ability to communicate across all levels of the organization
• A people person, an advocate of driving positive scores in employee surveys
• Able to provide the status of the business through town halls, 1:1s, and group huddles
• Ability to coach and develop operations staff
• Knowledge of performance management, including rewards/recognition, compensation, performance development, and corrective action processes
• Competent information technology skills related to the role
• Experience in handling B2B programs

Preferred Qualifications

• 5+ years of experience in operations management, with at least 3-5 years in a senior leadership role
• Proven experience in improving operational efficiency, implementing cost-saving strategies, and streamlining workflows
• Strong experience managing large teams, cross-functional collaboration, and driving high performance
• Ability to develop and execute long-term operational strategies aligned with business objectives
• Expertise in leading projects, managing timelines, and handling resources effectively
• Data-Driven decision making: proficiency in using KPIs, performance metrics, and data analytics to inform operational decisions
• Understanding of budgeting, financial forecasting, and cost control
• A degree in Business Administration, Operations Management, or a related field (preferred)
• A Master’s degree or certifications in operations management (e.g., Six Sigma, Lean) is a plus
• Leadership and Communication: strong interpersonal and leadership skills to manage teams and interact with senior leadership
• Ability to analyze complex problems and implement practical solutions
• Capacity to adapt to changing market conditions, business needs, and operational challenges

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. We leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.

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