Operations Director / Manager - Customer Service & Call Center Team
Manpower GeniusCagayan de Oro, Northern Mindanao, Philippines18 days ago
Job descriptionMBA (Master in Business Administration) – mandatory. 5+ years of customer service leadership in DTC eCommerce (subscription & physical products). Experience managing outsourced call centers and remote teams of 100+ agents. Familiarity with eCommerce tech stacks : Gorgias, Shopify, CheckoutChamp, AirCall, Sigma.ai, etc. Strong initiative, proactive, confident, and able to take ownership of the CS team and Call Center operations. Competitive salary and flexible benefits. Paid Time Off (PTO) annually and local Philippine holidays observed. Access to HMO plans after 6 months of employment. Long-term opportunity in a fast-growing, performance-driven company.
Operations Director / Manager - Customer Service & Call Center Team
We’re looking for a Customer Service and Call Center Leader to take full ownership of the customer experience across a portfolio of consumer brands. This leader will manage an outsourced vendor-operated call center, optimize systems and workflows, and deliver measurable improvements in customer satisfaction, cost-to-serve, and retention.
Job Type : Full-time
Location : Fully remote, direct hire for a US company
Schedule : 8 : 00 AM to 5 : 00 PM PST with 1 hour lunch break / 12 : 00 AM to 9 : 00 AM Philippines Time
Responsibilities
- Own and oversee the full Call Center operations, ensuring high performance and customer satisfaction.
- Lead a remote team of 100+ agents, driving results in a high-volume DTC eCommerce environment.
- Manage outsourced vendors, optimizing processes, systems, and cost-to-serve metrics.
- Implement best practices and continuously improve CS workflows.
- Deliver actionable data and reports to senior leadership.
Qualifications
Benefits
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Customer Service Manager • Cagayan de Oro, Northern Mindanao, Philippines
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