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Operations Head

2 weeks ago

Cebu City, Central Visayas, Philippines HRTX Full time


Set-up: Mon-Fri (Morning Shift) Hybrid

Location: Cebu


The Senior Operations Manager is responsible for leading multiple customer-facing teams to deliver strong operational performance, consistent execution, and high-quality customer outcomes. The role focuses on people leadership, operational governance, and continuous improvement across assigned functions.

This position provides senior leadership to managers and works closely with internal partners to ensure targets are met while maintaining service quality, compliance, and ethical standards.

Key Responsibilities
  • Lead overall operational performance across assigned teams.
  • Manage and develop Team Managers through regular coaching and performance reviews.
  • Drive consistent execution of operational targets and service standards.
  • Oversee daily operations and resolve performance or delivery issues.
  • Partner with Workforce, QA, Training, IT, and Support teams to improve efficiency.
  • Review reports, identify trends, and implement corrective actions.
  • Ensure compliance with company policies, data privacy, and governance requirements.
  • Support hiring, leadership development, and succession planning.
Qualifications
  • Bachelors degree or equivalent experience.
  • Strong English communication skills.
  • 5+ years of leadership experience, including managing managers.
  • Background in customer operations, service delivery, or performance-led environments.
  • Strong people management and problem-solving skills
  • Demonstrated experience in performance-led customer operations, including roles supporting growth, customer continuity, or value optimization. Strong ability to analyze operational reports, system-generated data, quality findings, and customer feedback to guide decisions. Hands-on exposure to customer management platforms, lead or case handling tools, and contact-center or outbound engagement systems.