Operations Manager II, Customer Support
Manila, Pasig, Philippines
PHP 1080K-1320K (estimate) Mid-level Full Time
Tasks
- Analyze operational trends to identify risks and bottlenecks
- Coach and develop Operations Assistant Managers and Team Leads
- Coach leaders on responsible AI usage and digital transformation
- Conduct regular business reviews and operational scorecards
- Conduct talent reviews and performance calibration
- Design agentic AI workflows to automate support activities and improve decision support
- Develop and implement AI driven operational solutions
- Drive workforce planning and resource optimization
- Ensure operational goals meet SLAs KPIs CSAT quality productivity and financial targets
- Identify recurring operational issues and recommend scalable solutions
- Implement intelligent automation and workflow optimization
- Integrate AI capabilities into support operations
- Lead complex cross functional operational initiatives
- Lead cross functional initiatives to improve customer experience and service delivery
- Manage multiple cross functional projects with measurable outcomes
- Manage staffing strategies succession planning and employee engagement
- Oversee operational readiness for new products and client implementations
- Present operational performance insights and recommendations to senior leadership
- Reinforce AI governance standards and responsible AI best practices
- Serve as operational escalation point for high impact customer issues
- Support organizational transformation and change management initiatives
- Utilize Python for basic scripting and automation
- Utilize SQL for intermediate automation and analysis
Perks/Benefits
- N/A
Skills/Tech-stack
AI Governance | CSAT Management | Change Management | Continuous Improvement | Customer support | Customer support operations | Data Privacy | Executive Communication | Jira | KPI Management | Kaizen | Lean | Low Code | Low-code/No-code | Microsoft Office | No Code | Operational analytics | Power BI | Project Management | Prompt engineering | Python | Resource Optimization | Responsible AI | Risk Assessment | SLA management | SQL | Salesforce | Six Sigma | Smartsheet | Support operations | Talent Management | Workflow automation | Workforce Planning | Zendesk
Roles
Regions
Countries
States
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