Operations Manager (Tech)

Gratitude Inc

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1 day ago

Operations Manager (Tech)

2-5 Year(s)

75 - 110 Thousand p.m

Manila

Job Description

Key Skills

Technical BPO Skills

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Job Title: Operations Manager

Account: Tech

Salary: 80k to 110k

Work location/Set up: Onsite/ McKinley

Shift Schedule: TBD

Job Summary

The Operations Manager provides strategic and operational leadership for CE support functions, ensuring scalable delivery, strong leadership pipelines, and sustained service quality. The role owns end-to-end operational outcomes while aligning people strategy, performance, and client expectations.

Key Responsibilities:

•Lead multiple CE teams and Assistant Managers across Tier 1–3 operations.

•Own overall performance against SLAs, CSAT, quality, cost, and people metrics.

•Drive operational strategy, continuous improvement, and efficiency initiatives.

•Serve as senior escalation point for critical operational, client, or delivery risks.

•Partner with senior stakeholders across Recruitment, HR, Workforce, QA, and Product.

•Champion leadership development and succession planning across CE operations.

Qualifications

•Bachelor’s degree or equivalent experience.

•Minimum 24 months of experience as an Operations Manager or equivalent.

•Proven experience managing large BPO teams and multi-layer leadership structures.

•Strong background in performance management, governance, and service delivery.

•Strong technical background in BPO (Must have)

Core Competencies

•Strategic leadership and execution

•Cross functional stakeholder management

•Business and performance analytics

•Change and risk management

Role

Operations Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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