Senior Customer Service Operations Manager
On-siteAsturias, Central Visayas, Philippines
Job Summary
Lead Customer Service Team Leaders and Back Office Operations to drive performance, standardize processes, and achieve key KPIs. Analyze Voice of Customer feedback and service data to identify improvement opportunities, then define business requirements and partner with IT on Salesforce and CRM enhancements. Own process compliance, data quality, and user adoption while leading continuous improvement initiatives using Lean and Six Sigma methodologies. Develop SOPs, govern automation through RPA and AI, and create dashboards for data-driven decision-making. Oversee workload balancing and productivity across Sales, Supply Chain, and Logistics partners. Implement new digital platforms, customer portals, and service tools to optimize global operations.
Required Qualifications
- Bachelor's degree in business administration, Commerce, Supply Chain Management, MIS, Marketing, or a related field
- 10-15 years of leadership experience managing large operational teams
- 5-10 years of experience in Customer Service Operations, Commercial Operations, Supply Chain, or a related environment
- Proven experience leading organizations of 50-100 employees
- Strong expertise in Salesforce (SFDC) and ERP systems, ideally SAP
- Strong understanding of Supply Chain and Order-to-Cash processes
- Experience working in complex global matrix organizations
- Strong leadership, coaching, stakeholder management, and change management capabilities
- Excellent analytical, reporting, and problem-solving skills
- Fluent English, both written and spoken
- Ability to travel up to 30% of the time
Desired Qualifications
- Six Sigma Black Belt certification
- PMP certification or equivalent
- Additional language skills (Spanish, Dutch, German, French, or Polish)
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