Senior Member Experience Operations Manager

1 week ago

Manila, National Capital Region, Philippines OmniHyre Placement Services Full time $70,000 - $120,000 per year

About the Role

We are seeking a
Senior Member Experience Operations Manager
to lead and transform our client's Manila-based frontline operations. This is a
mission-critical leadership role
overseeing two 24/7 teams:

  • L1 Support Team
    (25 agents + Team Leads) – handling customer inquiries, incidents, and service requests.
  • Network Operations Centre (NOC)
    (1 Team Lead + 6 agents) – monitoring global payments infrastructure and coordinating real-time responses.

This role is not just about maintaining operations—it's about
driving transformation through automation, AI, and process excellence
while maintaining high-quality service without expanding headcount.

Key Responsibilities

Leadership & People Development

  • Lead, coach, and inspire L1 and NOC teams across shifts.
  • Build strong relationships with Team Leads and agents to remove blockers and enhance engagement.
  • Maintain service quality while increasing productivity.

Operational Excellence

  • Own and evolve
    24/7 operational workflows
    for customer queries and incident responses.
  • Establish metrics, dashboards, and real-time tracking for accountability.
  • Manage shift coverage, escalation protocols, and global coordination during major incidents.

Transformation & Innovation

  • Implement
    automation and AI solutions
    to reduce manual work and boost efficiency.
  • Identify repetitive pain points and streamline workflows.
  • Collaborate with
    Product & Engineering
    teams to close service gaps.

Data-Driven Decision Making

  • Use
    KPIs, SLA adherence, and trend analysis
    to guide improvements.
  • Surface insights from incidents and ticket volumes to drive decision-making.

Tools & Tech Experience

  • Zendesk
    (customer support workflows)
  • Jira & Confluence
    (incident tracking, documentation)
  • Slack
    (real-time team communication)
  • Familiarity with dashboards, alerting systems, and automation tools is a strong plus.

Qualifications

  • 12–15 years' experience
    in operations, technical support, or service delivery within high-growth, tech-driven environments.
  • Proven leadership of
    24/7 customer support or network monitoring teams
    .
  • Strong understanding of
    automation, monitoring, and incident response workflows
    .
  • Ability to influence
    cross-functional teams
    (Product, Engineering) using data.
  • Skilled in scaling operations
    without increasing headcount
    .
  • Passionate about
    people, process, and platforms
    working together effectively.

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