IT - Operations Manager - PH

Compass Experience Labs - Manila, AR

Full-time - Mid Level

Manila, AR

About the position

Meet Compass. We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center but we believe it can be so much more. If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business. The primary role of an Operations Manager is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the client's request, and finding solutions for pain points that Compass has the expertise in.

Responsibilities

• Manage multiple Client accounts, overseeing 4-6 different client accounts, ensuring they meet client KPIs and service level expectations that are in our control.
• Identify process gaps & streamline/optimize operations as part of continuous improvement.
• Lead weekly status meetings with clients, including Account Performance, Compass Performance Trends, Updates, and Value Add.
• Confidently lead conversations with clients, being capable of educating, speaking to the numbers, and negotiating demands.
• Be the main point of contact for all client escalations.
• Adhere to an internal reporting cadence to help oversee the performance of your team and client.
• Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates.
• Lead team communication around major account changes, such as HQ personnel, systems, timelines, and channels.
• Depending on account size, onboard new associates and ensure they have everything they need to start training and do their job.
• Participate in brand planning activities, such as FTE, headcount, platform optimization, or automation, macros, etc.
• Manage P&L to maximize margin and grow the account.
• When necessary, create, maintain, and manage schedules and approve timesheets and time off requests.
• When applicable, onboard new clients through coordination with sales, recruiting, and operations.
• Other duties as assigned by the VP of Client Operations.

Requirements

• Minimum Associate's Degree in a business or related field. Bachelor's degree preferred.
• Minimum 5-10 years of experience managing or supervising IT/technical support representatives in a call center operations environment.
• Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference.
• Experience with Microsoft PowerPoint and/or Google Slides, preparing and presenting Client business reviews.
• Ability to be a balanced advocate for your team, the client, and Compass.
• Excellent written and verbal communication skills and a professional demeanor.
• Experience managing a remote workforce.
• Availability: Full Time, 40 hours per week, open availability to include weekdays, weekends, nights, and holidays.

Benefits

• Training and career development opportunities
• Flexible schedules and work from home
• Competitive wages
• Paid time off and paid holidays
• The opportunity to work with the best teams supporting some of the best online brands