Senior Operations Specialist

3 days ago

Quezon City, National Capital Region, Philippines 1840 & Company Full time ₱900,000 - ₱1,200,000 per year

About the Role:

We are seeking a proactive, detail-oriented, and technically skilled Senior Operations Specialist to drive operational excellence across our revenue and support functions. This role combines hands-on operational support, process optimization, data integrity management, and light project leadership. You will serve as a go-to resource for internal stakeholders and collaborate closely with cross-functional teams to ensure seamless day-to-day operations.

Key Responsibilities

  • Operational Support & Escalation Management

  • Address all process-related questions and handle escalations across teams.- Act as backup for Team Leads by attending internal and cross-team syncs when needed.- Support the Operations Team with system or workflow inquiries.

  • Data Management & Reporting

  • Monitor key performance indicators (e.g., xDR Waterfall, Dials-to-Connect) and troubleshoot anomalies.- Ensure data accuracy, deliver clean reports, and resolve issues through root-cause analysis.- Build simple reports independently to reduce case load for the Systems Team.

  • Customer Support & Communication

  • Serve as the first line of technical support (e.g., password resets, data uploads).- Manage and track support cases via Salesforce, ensuring timely updates to all stakeholders.

  • Onboarding & Process Ownership

  • Manage onboarding processes for new customers and provide oversight for the first three weeks.- Transition accounts smoothly to assigned Operations Specialists after onboarding phase.

  • Monitoring, Troubleshooting & Systems SME

  • Proactively monitor metrics like D2C rates (

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