Home-Based Operations Manager

The DCX Client Services -
Home-Based Operations Manager
is responsible for ensuring seamless collaboration across sales, design, production, outsourcing, administration, and support teams. Acting as the critical link between the founder and frontline operations, this role is responsible for overseeing daily workflows, managing VIP accounts, resolving escalations, and building standardized processes (SOPs) that drive efficiency and prevent recurring issues. The ideal candidate is both a hands-on operator and a strategic manager who can keep cross-departmental functions aligned for sustained growth.

REQUIRED CORE COMPETENCIES

• Strong Communication –
  Effectively bridges information between the founder, teams, and clients, ensuring clarity and alignment.

• Problem-Solving –
  Quickly addresses issues, especially escalations, and develops solutions that prevent recurrence.

• Leadership & Team Coordination –
  Guides and motivates cross-functional teams to work in sync toward shared goals
  .

• Adaptability –
  Navigates changing priorities, urgent matters, and operational challenges with composure.

• Critical Thinking –
  Analyzes processes to identify gaps, streamline workflows, and improve efficiency.

WHAT YOU WILL DO

Internal Operations & Escalations

• Orchestrate the order flow across sales, design, production/outsourcing, and support to ensure on-time delivery and eliminate rework.

• Take ownership of escalations from any department until fully resolved, addressing root causes by closing SOP and process gaps.

• Define, document, and enforce standard operating procedures (SOPs), providing team training to ensure adherence.

• Monitor and track key performance indicators (KPIs), including turnaround times, error rates, design approval rates, and conversion rates, identifying risks early.

• Maintain regular communication with the founder on KPIs, potential risks, and key decisions, with the cadence evolving as you take on full ownership of operations.

Client & Account Responsibilities

• Serve as the primary point of contact for a select group of VIP accounts.
• Step in for exceptions when needed—sending quotes, handling customer communications, making light proof edits, or coordinating with vendors on special cases.

Reporting & Team Structure

• Reports to:
  Founder

• Direct Reports:
  Sales, Design, Production/Outsourcing/Admin, Support teams

• Scope:
  Ensure smooth daily operations, efficient team handoffs, and adherence to established standards.

Success Metrics – First 6 Months

• Full takeover of the founder's day-to-day operational responsibilities.

• Escalations requiring leadership intervention were reduced to near zero.

• SOPs fully documented, optimized, and ready to scale with minimal friction.

WHAT WE LOOK FOR

• Education
  : Bachelor's degree in Business Administration, Operations Management, or a related field preferred; equivalent work experience will also be considered.

• Experience:
  2–3+ years of management experience, preferably in a production or service-based environment. Bonus points for experience in decorated apparel, screen printing, embroidery, DTG, DTF, or promotional products.

• Language Proficiency:
  Strong verbal, written, and English communication skills.

• Working schedule:
  Ability to work overnight/graveyard shifts in Philippine time or within US operating hours.

• Technical Skills:

• Proven track record of owning outcomes—able to lead teams effectively while stepping in directly on exceptions when needed.

• Fast, resourceful, and independent thinker who delivers solutions, not excuses.

• Strong leadership and team management skills with the ability to oversee multiple departments and functions simultaneously.

• Broad understanding of quoting, proofing, production workflows, outsourcing, and customer communication best practices.

KEYWORDS:
Operations Management, Escalation Handling, Process Improvement, Cross-Functional Leadership, Workflow Optimization

WHAT WE OFFER

• Salary Range:
  Php 50,000 – 55,000
• Industry:
  Promotional Products
• Job Type:
  Full-time
• Work Shift:
  Able to work 11:00 a.m.–8:00 p.m. EST or 12:00 p.m.–9:00 p.m. EST for U.S. late-day coverage if needed.
• Workdays:
  Monday through Friday (USA)

Benefits of working with us:

• Industry-leading salary packages

• Permanent work-from-home setup

• Company equipment provided

• Internet stipends upon regularization

• HMO Coverage

• PTO credits and service incentive leaves

• Major spring and winter company live events

• Monthly employee appreciation virtual events

• Company-provided career skills training courses

• A company culture focused on your personal and professional growth

WHO WE ARE

DCX stands out as a leading BPO (Business Process Outsourcing) company that takes pride in assisting growth-focused small and medium-sized businesses across the United States to discover the perfect global  talent to enhance their teams.

At DCX, our core beliefs center around fostering growth and making hiring easy. We are dedicated to helping business owners, executives, and industry leaders, primarily within the promotional products industry, in their search for superstar team members.

If you are on the lookout for a company that values growth and places a strong emphasis on its people centered culture, then DCX is the place for you. As we say around here, LET'S GROW