Operations Manager

3 days ago

Work from Home, Philippines Sirius Support Full time ₱100,000 - ₱140,000 per year

Service Delivery Operations Manager (Remote – US Hours)

About Sirius Support

Sirius Support is a fully remote outsourcing organization helping companies worldwide deliver exceptional, scalable customer experiences. We combine the best of human talent with AI-enabled tools to provide flexible support models that adapt to our clients' evolving needs.

We're looking for a Service Delivery Operations Manager to lead a large remote team, drive performance improvements, and ensure our clients consistently achieve world-class customer satisfaction and service delivery outcomes.

The Role

As the Service Delivery Operations Manager, you'll oversee a group of Team Leaders and a workforce of 50+ customer support agents. You'll be accountable for operational excellence, including CSAT performance, SLA attainment, and continuous improvement initiatives. This role requires a detail-oriented leader with proven experience managing distributed teams, guiding frontline leaders, and implementing transformation strategies that elevate both customer outcomes and team performance.

What You'll Do

  • Lead, coach, and develop a team of Team Leaders responsible for frontline operations across 50+ agents.
  • Monitor performance against KPIs, SLAs, and CSAT targets, ensuring high-quality service delivery.
  • Identify gaps in performance and implement transformational initiatives to improve efficiency and quality.
  • Own and drive the delivery of client-specific performance commitments.
  • Partner with Quality Assurance and Training functions to align on performance improvement and skill development.
  • Manage workforce planning to ensure coverage during US business hours while balancing efficiency and employee well-being.
  • Analyze operational data to identify trends, root causes, and opportunities for improvement.
  • Provide regular reporting and insights to senior leadership and clients.
  • Foster a culture of accountability, continuous improvement, and customer-first thinking across the team.

What We're Looking For

Experience & Background

  • 5+ years in customer service operations management, preferably in a BPO, outsourcing, or contact center environment.
  • Proven track record managing Team Leaders and large agent groups (50+ people).
  • Strong history of driving improvements in CSAT, SLA attainment, and operational efficiency.
  • Experience working with remote teams across multiple geographies and time zones.

Skills & Competencies

  • Exceptional leadership and coaching ability—able to motivate both leaders and frontline staff.
  • Strong analytical mindset; able to translate data into actionable strategies.
  • Detail-oriented with a commitment to operational rigor and compliance.
  • Excellent communication skills, both written and verbal.
  • Comfortable managing change and leading transformation initiatives.

Other Requirements

  • Must be available to work US business hours.
  • Fully remote role; ability to manage across time zones and digital channels effectively.

Why Join Sirius Support?

At Sirius Support, you'll be part of a global, people-first company that's redefining how customer service is delivered. We're building a culture of growth, accountability, and innovation—where leaders are empowered to drive impact and teams are supported to perform at their best.

If you're a hands-on operations leader ready to make a difference in a fast-scaling, customer-obsessed company, we'd love to hear from you.

Job Type: Full-time

Pay: Php100, Php140,000.00 per month

Benefits:

  • Work from home

Work Location: Remote

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