Senior Associate Operations Manager

Associate Operations Manager page is loadedAssociate Operations Manager Apply locations Philippines - Local Office time type Full time posted on Posted 24 Days Ago time left to apply End Date: September 30, 2025 (30+ days left to apply) job requisition id R

It's fun to work in a company where people truly BELIEVE in what they're doing

Job Description

• Strategic Planning: Develop and implement an operational strategy and business plan for delivering exceptional services to customers. This includes tactics and initiatives based on the Customer Care Operations Strategy, aligning with the company's objectives.
• BPO Partner Management: Collaborate with the BPO partner to ensure they run contact center operations in line with COPC guidelines. Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Identify and evaluate advanced technologies, establish technical specifications, and set production, productivity, quality, and customer-service standards.
• Performance Management: Manage the overall performance and relationship with the BPO partner to achieve agreed-upon metrics and standards. Drive continuous improvement by recommending changes as needed to enhance efficiency and effectiveness.
• Performance Monitoring: Monitor performance metrics and evaluate the efficiency of team members at all management levels. Take corrective actions to improve individual and team performance as necessary.
• Monthly/Quarterly/Semesterly/Annual Operating Plan: Develop and maintain an annual operating plan for the Customer Care Operation customers, focusing on service quality and operational efficiency to achieve company goals.
• Professional Development: Stay updated on emerging trends in call center operations management, attend educational workshops, review industry publications, and participate in professional societies to maintain technical knowledge and best practices.
• Quality Assurance: Oversee the quality monitoring and standard monitoring process to ensure high-quality service across all customer care operations teams, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS) aspects.
• Talent Development: Collaborate with the training and learning team to develop competency-based learning and build a talented contact center workforce. Foster teamwork, morale, motivation, and a customer-centric focus among managers and staff.
• Team Member Development: Develop and nurture the skills and capabilities of team members through daily monitoring, supervision, quarterly and yearly performance discussions/evaluations, and routine coaching/training in coordination with the People Ops Team.

Requirements

Requirements (Education, Technical Skills, Relevant Experiences)

Education

• Minimum bachelor’s degree in any major from Top University. Science, Technology, Engineering, Mathematics and Management is preferred.

Technical Skill

• Proficient Knowledge in Customer Satisfaction Management, related business Industry (airlines, hotel, travel agents)

• Experience in managing BPO performance

• Strong analytical skills with the ability to interpret data, identify trends, and make data-driver decisions

• Strong strategic planning and execution skills.

• Excellent Knowledge in Service or Complaint & Recovery Management or Sales & Marketing Basic knowledge

• Strong writing, communication, presentation, negotiation and analytical skills

• Demonstrated proficiency in English speaking and writing is required. Clear and articulate communication skills are essential for effectively interacting with team members, stakeholders, and senior management. Ability to convey complex ideas and concepts clearly and concisely is highly valued.

• COPC literate, COPC certified will be an advantage

• Proficient in Microsoft /Google/Business intelligence tools (BI tools)/CRM Tools products and other applications e,g : Microsoft Word, Excel, PowerPoint, Databases, Gdoc, Gsheet, GSlides, Google data studio, Tableau, Zendesk, Salesforce, Siebel, etc

Relevant Experience

• Minimum of 5 years of experience in operations management, preferably in a customer service or contact center environment.

• Experience working with premium or VIP customers is highly desirable.

• Demonstrated leadership experience, including leading and developing high-performing teams.

• Proven track record of driving operational excellence and delivering results in a fast-paced, dynamic environment.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’.
With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way.
Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.