Sr Operations Manager
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Department:
Job Summary
Overview
The Senior Operations Manager is responsible for leading and managing operational teams to achieve strategic goals drive process improvements and ensure exceptional service delivery. This role oversees multiple teams across sites manages client relationships and ensures alignment with organizational policies and performance metrics.
Responsibilities
Leadership & Strategy
- Lead and inspire Operations Managers and their teams to achieve operational excellence and high employee engagement
- Develop and implement business unit strategies in collaboration with senior leadership
- Serve as a strategic partner in cross-functional initiatives and decision-making processes
Performance & Process Management
- Own delivery of operational KPIs including service levels quality compliance and customer experience
- Monitor and enhance operational systems and reporting mechanisms to evaluate effectiveness
- Identify and implement process improvements and risk control measures
Client & Stakeholder Engagement
- Maintain proactive engagement with internal and external partners to align expectations and resolve escalations
- Represent operations in client meetings and strategic planning sessions
Talent Development
- Manage succession planning and optimize team capabilities through coaching and mentoring
- Partner with recruitment teams to attract top talent and build a robust operational talent pool
Qualifications
Education & Experience:
- Bachelors degree in Business Administration Operations Management or related field.
- Minimum 5 years of experience in operations leadership preferably in a contact center or customer experience environment
- Proven track record in managing large teams and delivering operational improvements.
- Strong analytical communication and decision-making skills.
KNOWLEDGE/SKILLS/ABILITIES
Technical Skills:
- Proficiency in RealPage core products (OneSite OnSite and others) or ability to rapidly learn
- Basic troubleshooting skills (SQL/log analysis is a plus)
- Navigational fluency in ticketing systems (e.g. Salesforce Zendesk)
Coaching Skills:
- Ability to implement structured coaching frameworks
- Skill in translating metrics into actionable improvement plans
- Micro-training delivery for quick skill boosts
Soft Skills:
- High emotional intelligence for sensitive performance conversations
- Collaborative mindset to partner with TC/WFM/CX teams
- Adaptive communication (new hires vs. tenured agents)
Work Environment
- Fast-paced customer-focused support environment.
- Hybrid work setup
- Occasional overtime or on-call support during critical periods.
- Combination ofindependent coachingandcollaboration with TC/WFM/CX teams
- Regularfeedback loopswith leadership on agent progress
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
RealPage property management software provides advanced data analytics to help users efficiently manage rental properties and real estate.
