Operations Manager

About the role

The Operations Manager is the senior accountable owner of one or more Corpshore Philippines client programs. You will own the full delivery of your assigned engagement or engagements including client relationship, SLA attainment, financial performance, people leadership and growth strategy. This is a client-facing role that combines strategic account management with hands-on operational discipline. You will be the primary point of contact for client operational leadership, run weekly performance reviews and monthly business reviews, own the pod's contribution to client CSAT and retention, and represent your program in Corpshore Philippines internal leadership forums. High-performing Operations Managers progress into Senior Operations Manager, Country Director and Regional Head positions across the Corpshore Solutions Corporation global network. This role is Corpshore-managed and non-billable, sitting within our senior leadership overhead. It is offered as a fixed-term contract engagement, renewable based on program performance and continuity, with a conversion pathway for sustained high performers.

Responsibilities

• Own the end-to-end delivery of the assigned client program or programs including SLA attainment, CSAT, financial performance, retention and growth
• Serve as the primary point of contact for client operational leadership including weekly one-on-ones with client CX or Operations counterparts
• Run weekly performance reviews with the client covering all contractual KPIs, incidents, escalations and forward-looking plan
• Author and present the Monthly Business Review (MBR) covering full-month performance, executive summary, achievements, risks and action items
• Author and present the Quarterly Business Review (QBR) covering trend analysis, benchmarking, strategic recommendations and growth roadmap
• Own the program's contribution to client Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES) and other client-facing quality metrics
• Direct people leadership of Team Leaders and Support Services Analysts including performance management, career development and succession planning
• Indirect leadership of the full CSA population within the program (typically 40 to 80 CSAs depending on program scale)
• Own the program's talent acquisition, working closely with HR on hiring plan, candidate profile, interview panels and offer approvals
• Own the program's attrition performance including root cause analysis of departures and proactive retention interventions
• Own program P&L including cost management, margin performance and financial forecasting in coordination with Finance
• Author program capacity plans in coordination with the WFM function of the Support Services Analyst team
• Author program surge plans for peak season, marketing campaign and event-driven volume increases
• Own program-level compliance including ISO 27001, SOC 2 Type II, HIPAA, PCI DSS and Data Privacy Act as applicable to the client
• Own client contract compliance including scope adherence, contractual SLA obligations, MSA terms and change order processes
• Own client scope change management including impact assessment, commercial implications and change order documentation
• Represent Corpshore Philippines externally including client site visits, client executive dinners, industry events and reference calls
• Own the program's growth strategy including scope expansion opportunities, new language additions and adjacent workstream capture
• Coordinate with Corpshore Solutions Corporation Global Operations on cross-hub coordination when the program spans multiple delivery geographies
• Contribute to Corpshore Philippines internal leadership including strategy sessions, hiring panels, culture initiatives and country-level planning
• Mentor and develop Team Leaders as part of the Corpshore Philippines leadership pipeline
• Own program-level incident management including escalation to Corpshore Solutions Corporation executive leadership when required
• Author and maintain the program's Standard Operating Procedures (SOPs) in coordination with QA and client stakeholders
• Own the program's Business Continuity Plan (BCP) and Disaster Recovery (DR) protocols in coordination with IT and Facilities
• Uphold Corpshore Philippines cultural standards and represent the company externally with professionalism and integrity

Qualifications

• At least 5 years of Operations Management experience in a BPO or contact centre environment with client-facing accountability
• At least 2 years of direct experience running programs of 40 or more CSAs with multiple Team Leader reporting lines
• Bilingual fluency in English and Tagalog for internal team communication and cross-cultural client relationship management
• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Communication, Psychology or a related field
• Documented track record of meeting or exceeding contractual SLAs, CSAT targets and financial performance metrics across full program lifecycles
• Experience running weekly, monthly and quarterly business reviews with client executive stakeholders
• Experience managing client escalations including root cause analysis, corrective action planning and executive communication
• Experience owning program P&L including margin management, cost forecasting and financial reporting
• Strong people leadership with documented career development of direct reports into Team Leader, Manager and Director positions
• Experience with attrition management including RCA of departures, retention programs and proactive intervention strategies
• Comfort with contact centre technology stack (dialers, CRM, WFM, quality monitoring, BI platforms)
• Ability to work rotating hours as needed to accommodate client timezone reviews and 24/7 operational escalations
• Willingness to work fully onsite at the assigned Corpshore Philippines delivery centre with flexibility for client visits and internal travel
• Legal right to work in the Philippines and valid government-issued identification for pre-employment requirements

Nice to have

• Prior experience as Senior Operations Manager, Assistant Country Director or equivalent multi-program leadership role
• MBA or advanced degree in Business Administration, Operations Management or a related field
• COPC Registered Coordinator, COPC-certified Implementation Leader or COPC HPMT certification
• Six Sigma Green Belt or Black Belt certification with documented process improvement portfolio
• Project Management Professional (PMP) or PRINCE2 certification
• Prior experience across multiple client verticals including e-commerce, SaaS, healthcare, fintech, insurance, real estate, hospitality or EdTech
• Prior experience supporting global clients (US, UK, Australia, Japan) with an understanding of cross-cultural nuances and regional operational norms
• Prior experience with client transitions including new program go-live, vendor migration and program shutdown scenarios
• Prior experience with scope expansion, new language addition and cross-sell of adjacent workstreams from an existing client relationship
• Prior experience with multi-hub program delivery coordinating across multiple geographies
• Prior experience with sales-supporting Operations roles including proposal reviews, client site tours and reference call participation
• Key Skills and Competencies
• Strategic thinking with the ability to see the program in its full commercial and operational context
• Client relationship management including trust-building, expectation-setting and difficult conversation navigation
• Executive presence for representing Corpshore Philippines in client leadership forums and executive escalations
• P&L ownership including revenue, cost and margin management
• People leadership at scale including hiring, developing, holding accountable and difficult people decisions
• Coaching methodology for developing Team Leaders and analysts into future Managers
• Presentation and facilitation skill for client business reviews, executive briefings and internal leadership forums
• Written communication for MBR and QBR decks, contract addendums, incident reports and executive summaries
• Analytical reasoning for performance analysis, RCA, financial modelling and strategic decision-making
• Change management for cascading program changes, scope expansions and workflow updates
• Negotiation for client contract discussions, scope change conversations and internal resource conversations
• Cross-functional coordination with HR, Finance, IT, Facilities, Compliance and Corpshore Global Operations
• Cultural fluency in Filipino, American, British and Australian workplace and business norms
• Resilience and equanimity under pressure including client escalations, missed SLAs and complex people situations
• Performance Expectations
• You will be measured on the following performance metrics:
• Performance Metric :: Target
• Program SLA Attainment :: ≥ 98% across all contractual metrics
• Program CSAT :: ≥ 90% average
• Program Retention (client renewal) :: 100%
• Program Attrition (annualised) :: ≤ 22%
• Program Gross Margin Performance :: At or above budget
• Client Executive Satisfaction :: ≥ 4.5 / 5 in quarterly survey
• Team Leader Development Outcomes :: ≥ 20% internal promotion rate
• Scope Growth (year-over-year) :: Program-specific expansion target

What we offer

• Senior leadership contract rate benchmarked to the Philippine BPO Operations Manager market, reviewed at each renewal
• Performance incentive tied to program SLA attainment, retention, financial performance and growth
• Statutory contributions and 13th month pay administered in line with Philippine law for the engagement type
• Company-provided workstation and IT setup, with flexibility for client visits and internal travel
• Sponsored certification pathway (COPC Implementation Leader, Six Sigma Black Belt, PMP or equivalent) for strong performers
• Access to the Corpshore Solutions Corporation global leadership network across our multi-hub footprint
• Meal and transportation support at management tier on qualifying shifts
• Referral incentives for successful senior hire recommendations
• Fixed-term engagement, renewable based on program performance and continuity
• Conversion pathway to a regular Corpshore Philippines leadership role, and progression to Senior Operations Manager, Country Director and Regional Head, for sustained high performers
• This role is engaged as a fixed-term contract rather than permanent employment. Exact terms are confirmed in your individual contract.

How the process works

Apply below. Our talent acquisition team reviews applications and typically responds within five business days. Shortlisted candidates move to an initial screen, a role assessment, and a final interview, followed by pre-employment screening.