Jobs in Manila, Philippines

About the role

You will serve as the primary escalation point for your team, ensuring every quality gap or process failure is documented, routed, and resolved, and not just acknowledged

What you'll bring

• We are looking for an operations leader who is as comfortable in a data review as they are coaching a team member through a difficult pattern.
• The Strategic Operations Lead will lead a team of specialists to serve as the connective tissue between operational execution and the strategic decisions being made across product, ops, and client success.
• You won't just be managing performance
• you'll be translating what your team sees into structured feedback to improve internal processes and the overall product, enhancing the customer and client experience.
• You have 3 to 5 years of experience in a fast-paced, customer-obsessed environment
• You are analytically grounded.
• You track the right metrics, identify trends before they compound, and bring data to every performance or process conversation
• You have a roll-up-your-sleeves mentality with experience working in a fast-paced, highly ambiguous environment, frequently wearing more than one hat.
• You think in systems, not incidents.
• When you see a recurring error or a pattern of agent questions, you ask what's broken upstream and work toward fixing that, not just the symptom
• You are a credible cross-functional collaborator.
• You can bring a structured quality finding to a product or client success team, represent it clearly, and follow it through to resolution

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