Operations Manager

2 weeks ago

Davao City, Philippines FPS Innovation Labs Full time

Overview

Operations Manager — Lead with Impact. Drive Results. Shape the Future. Join our team today and unleash your full potential

About FPS

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Mission : To create conditions within which people can thrive

We are seeking a strategic and results-driven Operations Manager to lead and support the day-to-day execution of our campaigns. This role ensures operational excellence, client satisfaction, and team performance within a fast-paced, compliance-driven environment.

Responsibilities
  • Oversee the daily operations of the assigned campaign, ensuring consistent performance and adherence to client and internal standards
  • Collaborate with cross-functional teams (e.g., Training, Quality, Workforce, HR) to support smooth campaign execution
  • Develop and implement operational strategies that enhance efficiency, customer satisfaction, and business results
  • Monitor and analyze campaign metrics (productivity, quality, compliance) and initiate corrective actions as needed
  • Manage team leads/supervisors and ensure coaching, development, and performance management
  • Serve as the main point of contact for client communication and reporting, ensuring transparency and alignment
  • Ensure adherence to financial regulations, data privacy policies, and industry-specific compliance requirements
  • Lead regular business reviews with internal and external stakeholders
  • Contribute to forecasting, capacity planning, and resource allocation
Qualifications
  • Bachelor's degree in Business, Operations Management, Finance, or related field
  • Minimum of 3–5 years of experience in operations management, preferably in a BPO or tech-enabled services environment
  • Prior experience supporting a technical support or customer service campaign is a strong advantage; chat/email support is preferred
  • Strong leadership and people management skills, with experience leading large or multi-tiered teams
  • Proficiency in operational tools, CRM platforms, workforce systems, and reporting dashboards
  • Solid understanding of financial compliance and risk management in customer-facing operations
  • Excellent communication, organizational, and analytical skills
  • Strong problem-solving mindset and ability to make data-driven decisions
  • Amenable to work onsite and in shifting schedules
Location

Davao, Philippines

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