Operations Manager

1 day ago


Davao City, Davao, Philippines TalentSync Training and Development Full time $90,000 - $120,000 per year

Location: Davao City

Reports To: Director of Operations / Crisis Response Lead 

Type: Full-Time (Project-Based, with possible conversion to permanent)

Role Purpose:

Serve as the tactical lead and escalation point for red-flag accounts, ensuring immediate client engagement, service recovery, and visible leadership during crisis operations.

Key Responsibilities:

  • Act as the primary client interface during stabilization engagements.

  • Lead daily war-room sessions and deploy firefighting plans across functions

  • Drive operational rigor through SOP installation and root cause resolution.

  • Coordinate with QA, WFM, and support teams to ensure alignment and speed.

  • Deliver post-mortem insights and handover to BAU teams post-recovery.

Required Experience:

  • 5–6 years of experience in operations or client management roles

  • Proven track record in high-pressure environments, red-account recoveries, or rapid turnaround projects

  • Strong communication and leadership presence in cross-functional crisis settings

KPIs:

  • SLA/CSAT recovery time

  • Time to SOP deployment.

  • Post-engagement NPS/client feedback

  • % reduction in escalations



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