Senior Operations Manager

Lead telecom operations that power Australia's digital future.

Shape the future of telecommunications while building a global career right here in the Philippines. Experience working with international leaders, manage large-scale operations, and set the stage for industry innovation. This role offers the rare chance to take your leadership to the next level, sharpen your edge, and influence transformation at a global scale-without relocating abroad.

What You'll Do

Be part of our client's team as a Senior Operations Manager and take charge of leading the Philippine Consumer Support teams across Sales, Provisioning, Technical Support, Chat, and Retention. You'll drive performance, improve customer retention, and create meaningful impact by aligning operations with global goals.

Career Snapshot

Employment type: Full-time

Shift: Day Shift (Shifting)

Work setup: Hybrid, SM Mega Tower Ortigas

Rewards and Perks

• Competitive salary package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime Ortigas office location (easy access to MRT, restaurants, banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

What You'll Bring

• Minimum of 2 years' experience as an Operations Manager
• Experience handling FTEs

What You'll Be Driving

Role Purpose

• Lead and manage the Superloop Consumer Support teams in the Philippines: Sales, Provisioning, Technical Support, Chat, and Retention
• Drive operational excellence and deliver outstanding customer experience
• Ensure achievement of KPIs and alignment with company objectives
• Promote continuous improvement of processes and digital initiatives
• Collaborate across multiple teams to support business transformation
• Ensure compliance with regulatory requirements
• Build a strong, engaged team culture
• Optimize productivity, enhance customer retention, and support business growth

Key Responsibilities

• Lead Consumer Support teams in Sales, Provisioning, Technical Support, Chat, and Retention
• Take overall accountability for Consumer operations performance against KPIs
• Develop and deliver strategies to achieve annual goals aligned with company objectives
• Collaborate with Product, Development, Go-To-Market, and Networks leaders on transformation initiatives
• Partner with support functions to implement continuous improvement practices
• Ensure compliance with regulatory obligations for Consumer operations
• Build leadership capability and strengthen company culture

Key Deliverables

• Own Consumer performance targets: FCR72, customer experience, productivity
• Co-own digital-first metrics and initiatives: chat deflection, digital adoption, process automation
• Deliver productivity improvement from a 1:1650 to a 1:2250 support model by FY26
• Meet FTE budget requirements vs. targets
• Drive engagement activities that uplift Your Voice survey results for Consumer Colombo
• Contribute to programs that reduce churn from 2.4% to 1.8% YOY

About the Client

Our client is one of Australia's fastest-growing telecommunications companies, delivering high-speed internet, mobile, and managed network solutions. With over 400,000 customers and a rapidly expanding global presence, our client is recognized for innovation-winning awards such as Finder's Best NBN Provider for Everyday Use and Canstar's Innovation Award for MySpeedBoost. Listed on the ASX since 2015, they have built extensive fiber-optic infrastructure and continues to revolutionize how Australians experience the internet.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra