Operations Manager (remote - philippines)Zappy

Location: Remote (with flexibility for overlapping U.S. business hours)About the RoleZappy BPO is seeking a seasoned Operations Manager to oversee day-to-day delivery for one of our key technology clients. The ideal candidate will be a hands-on leader with experience managing customer experience teams in a fast-paced environment. This person will serve as the operational backbone; driving team performance, ensuring SLA adherence, resolving escalations, and coaching a growing team of support professionals to deliver world-class service.Key Responsibilities
Team Leadership & Performance Management
Manage a team of customer experience associates handling multi-channel (chat, email, voice) support
Conduct weekly performance reviews, 1:1 coaching, and skill development sessions
Track and report KPIs such as CSAT, response time, resolution rate, and backlog health
Escalation & Incident Management
Act as the point of escalation for complex or high-priority tickets
Coordinate cross-functionally to ensure timely and accurate resolution
Identify recurring issues and partner with client-side stakeholders to address root causes
Process Optimization & Quality Assurance
Develop and refine SOPs to ensure consistent handling of customer issues
Lead regular quality audits and calibration sessions to maintain service excellence
Implement workflow and CRM improvements to streamline case management and reduce handling time
Training & Development
Design and deliver ongoing product and process training for new and existing team members
Partner with internal QA and training teams to update documentation and learning materials as the client's product evolves
Operational Reporting & Stakeholder Management
Deliver weekly and monthly performance reports highlighting insights, risks, and opportunities for improvement
Collaborate with client-side operations leaders to forecast staffing needs and align resources with volume trends
Drive initiatives that improve retention, engagement, and productivity across the support organization
Qualifications
5+ years of experience managing customer support or BPO operations teams (preferably in a SaaS, fintech, or consumer tech environment)
Exceptional spoken and written English; comfortable holding conversations over the phone and zoom
Proven success managing remote or distributed teams
Strong knowledge of CRM/ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
Excellent communication, data interpretation, and stakeholder management skills.
Experience with process optimization, QA frameworks, and escalation handling.
Ability to thrive in a dynamic, growth-oriented client environment.
Preferred Attributes
Experience supporting technology or marketplace clients with high transaction volumes
Familiarity with setting up new accounts, managing client SLAs, and building training programs from the ground up
A proactive, analytical mindset with a passion for coaching and continuous improvement
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Zappy

Manila City, Metro Manila
Permanent
Full-time