Senior Operations Manager

2 days ago

Manila, National Capital Region, Philippines beBeeSupport Full time $7,200 - $18,000
Job Title: Senior Operations Manager

We are seeking a seasoned Senior Operations Manager to join our team.

  • This role is responsible for ensuring the global support team is running smoothly, efficiently, and with the right data-driven decisions to support a 24/7 operation.
Key Responsibilities:
  • The successful candidate will act as a strategic partner to the Manager of Support, supporting operational reviews, planning cycles, and process improvement initiatives.
  • This individual will drive continuous improvement initiatives and own root-cause analysis and remediation plans for support issues.
  • They will manage and coach the support operations team and help scale team capabilities and career growth pathways.
  • This role involves developing, implementing, and maintaining dynamic scheduling models to ensure 24/7 coverage and optimal staffing across time zones.
  • The selected candidate will lead short- and long-term volume forecasting using historical data, seasonality, and projected business growth.
  • They will monitor real-time performance and adjust staffing or priorities to maintain SLAs.
  • This individual will own and improve regular reporting across CSAT, ticket trends, agent performance, backlog, and efficiency metrics.
  • They will build dashboards and reports using data from Zendesk or similar tools to provide visibility and insight to leadership and stakeholders.
  • This role requires translating data into actionable insights to drive team improvements, reduce ticket volume, and improve customer satisfaction.
  • The successful candidate will own support tooling and systems including Zendesk, Deel, Time Doctor, internal knowledge bases, and workforce management platforms.
  • This role involves collaborating with engineering, product, and IT to improve integrations, automation, and workflows.
  • This individual will define, document, and optimize processes that support frontline agents in delivering high-quality, consistent support.
  • They will oversee the quality assurance framework for customer interactions, ensuring support agents adhere to internal standards, policies, and tone of voice.
  • This role requires owning the end-to-end training lifecycle for new support agents, including onboarding programs, systems training (e.g., Zendesk, Time Doctor), and product knowledge development.
  • The successful candidate will create ongoing enablement programs to support team growth, including refresher training, product updates, and process changes.
  • This role involves partnering with the Manager of Support and frontline leaders to identify skill gaps and implement coaching or development plans.
  • This individual will collaborate with the Knowledge Management team to ensure internal documentation and knowledge base content are accurate, accessible, and aligned with training material.

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