Senior Operations Manager

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Why Join ContactPoint360?

At ContactPoint360, we think differently. We believe in putting employees at the heart of everything we do, creating a culture where innovation and empathy are not just buzzwords, but a way of life. Here, you won't just be a coworker; you'll be part of a team that redefines both employee and customer experiences. Our coworkers are essential partners in delivering exceptional work and are also friends who support and uplift each other.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people.We invest in our people and develop them into future leaders. Did you know that 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people—it's in our DNA.

Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed—they're essential.

Our Purpose:

Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.

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*Job Summary:*

We are looking for an experienced and dynamic Senior Operations Manager to lead and oversee our day-to-day business operations for our Food Delivery account. This role is critical in driving performance, improving processes, and ensuring operational excellence across teams. You will work closely with leadership to deliver business goals, build high-performing teams, and foster a culture of accountability and continuous improvement.

*Key Responsibilities:*

• Lead and manage overall operations, ensuring achievement of business targets and service-level agreements (SLAs).

• Develop and implement operational strategies that enhance efficiency, productivity, and profitability.

• Oversee workforce planning, scheduling, and resource allocation to meet client and business demands.

• Establish, track, and analyze KPIs to drive performance, quality, and service delivery.

• Partner with clients, stakeholders, and senior leadership to align operational execution with business objectives.

• Identify risks and implement mitigation plans to safeguard business continuity.

• Champion process improvement initiatives leveraging Lean, Six Sigma, or similar methodologies.

• Implement performance management frameworks to drive accountability and results.

• Collaborate with Recruitment, HR and Training to support recruitment, onboarding, and talent development.

• Manage budgets, forecasts, and operational costs to ensure financial efficiency.

• Ensure compliance with internal policies, industry regulations, and client requirements.

• Drive change management during transitions, new project launches, or process migrations.

• Leverage technology and analytics to improve operational performance and customer experience.

• Build, mentor, and empower operations managers and team leaders to strengthen leadership capacity.

*Key Skills & Competencies:*

• Leadership & People Management – Ability to inspire, coach, and develop large teams while driving accountability.

• Strategic Thinking – Strong business acumen with the ability to align operations with company goals.

• Operational Excellence: Experience managing high-volume, omni-channel operations while maintaining service quality and efficiency. Able to implement process improvements and anticipate operational risks.

• Client-Ready Leadership: Adaptive, collaborative, and data-driven, capable of engaging clients confidently and managing escalations end-to-end.

• Analytical & Problem-Solving Skills – Data-driven mindset with proficiency in identifying trends and resolving complex issues.

• Communication Skills – Exceptional verbal and written communication, with the ability to influence at all levels.

• Change Management – Skilled in managing transitions, scaling operations, and leading organizational change.

• Financial Acumen: Able to drive initiatives with measurable ROI while balancing client demands and operational excellence

• Technology Proficiency – Familiarity with CRM, workforce management, and reporting tools (e.g., Salesforce, Tableau, or equivalent).

What's in it for you?

• Great base salary

• HMO Medical Insurance

• Dental Coverage

• Paid Vacation and Sick leave

• 13th-Month Pay

• Career & Leadership Development Training Programs

• Corporate Employee Discounts on Partnered Stores

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, or disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Join our Amazing Team Today and Embrace Excellence Together