Operations Manager

5 days ago


Legazpi, Bicol, Philippines PANDR Outsourcing Full time

PANDR Outsourcing is hiring a Full time Operations Manager role in Old Albay District, Bicol. Apply now to be part of our team.

Requirements for this role:

  • Looking for candidates available to work:
  • Mon morning
  • Mon afternoon
  • Tue morning
  • Tue afternoon
  • Wed morning
  • Wed afternoon
  • Thu morning
  • Thu afternoon
  • Fri morning
  • Fri afternoon
  • More than 4 years of relevant work experience required for this role

Key Responsibilities

  • Cross-Functional Support Leadership: Lead and manage a team that delivers consistent, high-quality support to clients across LPG, diesel, water, and fertilizer applications, ensuring smooth performance of internal integration solutions.
  • Technical Escalation & Problem-Solving: Act as the main escalation point for complex technical issues. Lead troubleshooting efforts and collaborate with engineering teams to develop solutions involving telemetry, sensor integrations, and asset connectivity.
  • Process Development & Optimization: Design, implement, and continuously improve support processes that cater to the distinct needs of each industry. Maintain comprehensive, application-specific documentation covering everything from asset monitoring to remote water-level management.
  • Customer Feedback & Product Improvement: Serve as the liaison between clients and product teams, transforming customer feedback into actionable insights that drive product innovation and enhancement.
  • Data-Driven Support Improvement: Track, analyze, and interpret support performance metrics — including customer satisfaction, response times, and resolution efficiency — to optimize service delivery and maintain a consistently high-quality customer experience.

Experience

  • 3–5 years of technical support experience, including at least 1–2 years in a leadership or supervisory role.
  • Background in IoT, SaaS, or industrial monitoring systems preferred.

Technical Expertise

  • Strong troubleshooting skills for IoT and telemetry technologies.
  • Experience with sensor-based and asset-monitoring solutions — both fixed (e.g., LPG tanks) and mobile (e.g., water tanks).

Industry Knowledge

  • Ability to quickly understand diverse sectors like agriculture, energy, and water management.

Leadership & Communication

  • Proven success in leading and developing support teams.
  • Excellent English communication skills and the ability to translate complex technical topics into simple client-facing explanations.

Tools & Systems

  • Proficient in CRM/support platforms such as Zendesk, Freshdesk, or similar ticketing tools.

Preferred Qualifications

  • Experience in industrial sectors such as energy (LPG/diesel), agriculture (fertilizer/water), or other IoT applications.
  • Familiarity with telemetry systems and remote monitoring.
  • Strong documentation and process-development background.

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