Virtual Service Delivery Leader

2 weeks ago

Porac, Philippines beBeeOperational Full time $120,000 - $150,000
Operations Manager

The Operations Manager oversees a virtual team responsible for delivering customer-centered service in a rapidly changing environment. They must engage and motivate a large, diverse group with varied skills, responsibilities, and geographic locations to meet the organization's objectives.

Key Responsibilities:
  • Lead a team of 8-10 front-line supervisors and staff, across 24/7 service shifts, with a span of control exceeding 100.
  • Direct the overall service-related activities for the team's customer service function, supporting the company's customer experience and operations strategies.
  • Collaborate with human resources on people initiatives, including compensation planning, performance management, staffing, employee relations, recruitment, training, teaming, and employee development.
  • Interface with other service functions and business units accordingly.

Additionally, the Operations Manager is responsible for:

  • Developing innovative solutions to improve operational efficiency and enhance the customer experience.
  • Anticipating customer needs and proactively developing solutions to meet them.
  • Leading change efforts, exhibiting managerial courage, and driving operational improvement initiatives that positively impact customer centricity, accuracy, and efficiency.
Required Skills and Qualifications:
  • Strong operational orientation and competence, with demonstrated influential leadership in a highly matrixed operations organization.
  • Proven results in leading an organization and peers through changing business and/or operations priorities.
  • Excellent leadership and management capability, specifically related to proactive succession management and performance management within the team.
  • Ability to motivate, inspire, and rally a team around a common vision.
General Safety and Security:
  • Protect the organization's assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensure confidentiality, integrity, and availability of information critical to fulfilling the organization's business functions.

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