Deputy Manager Operations (Hi-Tech & Professional Services)
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Job Location:
Muntinlupa - Philippines
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
We have an urgent open position with one of our direct client in Phillipines.
Job Title - Deputy Manager - Operations (Hi-Tech & Professional Services)
Location - Alabang PH
Shift timing - Night Shift
Qualifications:
College Graduate with 6-8 years relevant experience
At least 2-3 years as Operations Manager
Proven experience managing a Customer Success team in a SaaS environment.
Strong understanding of Tech Touch or pooled CSM models and scalable engagement strategies.
Expertise in CS platforms (e.g. ChurnZero Planhat Gainsight) and data-driven decision-making.
Excellent leadership communication and stakeholder management skills.
Ability to balance strategic thinking with hands-on operational execution.
Willing to work onsite in Alabang site in night shift schedule.
College Graduate with 6-8 years relevant experience
At least 2-3 years as Operations Manager
Proven experience managing a Customer Success team in a SaaS environment.
Strong understanding of Tech Touch or pooled CSM models and scalable engagement strategies.
Expertise in CS platforms (e.g. ChurnZero Planhat Gainsight) and data-driven decision-making.
Excellent leadership communication and stakeholder management skills.
Ability to balance strategic thinking with hands-on operational execution.
Willing to work onsite in Alabang site in night shift schedule.
Job Description:
Team Leadership & Development
Build manage coach and mentor a team of 8 Tech Touch CSMs to deliver consistent high-quality customer engagement.
Set clear goals monitor performance and provide regular feedback to ensure alignment with KPIs.
Foster a culture of collaboration continuous learning and customer-centricity.
Team Leadership & Development
Build manage coach and mentor a team of 8 Tech Touch CSMs to deliver consistent high-quality customer engagement.
Set clear goals monitor performance and provide regular feedback to ensure alignment with KPIs.
Foster a culture of collaboration continuous learning and customer-centricity.
Operational Management
Oversee execution of Tech Touch workflows across onboarding adoption pre-renewal and post-renewal stages.
Ensure timely response to triggers (e.g. health score drops usage decline) and adherence to best practices.
Optimise resource allocation within the pooled model to maximize efficiency and responsiveness.
Oversee execution of Tech Touch workflows across onboarding adoption pre-renewal and post-renewal stages.
Ensure timely response to triggers (e.g. health score drops usage decline) and adherence to best practices.
Optimise resource allocation within the pooled model to maximize efficiency and responsiveness.
Strategy & Process Improvement
Collaborate with CE leadership to refine Tech Touch engagement strategies and implement automation where possible.
Analyse team performance data and customer insights to identify trends and drive improvements.
Contribute to the development of content training programs and customer journeys for Tech Touch segments.
Collaborate with CE leadership to refine Tech Touch engagement strategies and implement automation where possible.
Analyse team performance data and customer insights to identify trends and drive improvements.
Contribute to the development of content training programs and customer journeys for Tech Touch segments.
Cross-Functional Collaboration
Partner with Account Managers for pre-renewal health clinics and strategic account reviews.
Work closely with Product Marketing and Support teams to align customer success initiatives with business objectives.
Partner with Account Managers for pre-renewal health clinics and strategic account reviews.
Work closely with Product Marketing and Support teams to align customer success initiatives with business objectives.
Key Skills
- Close Protection
- Credit Control
- Customer Service
- Government
- Analytics
