Operations
Manager (Strategic Shared Services)

JOB
SUMMARY

The
Operations
Manager
is a high-impact leadership role responsible for supporting and
guiding a dedicated Philippines-based team in close partnership with U.S.-based
leadership. This individual will act as the
"boots on the ground"
extension of the business, ensuring operational consistency, visibility, and
alignment across functions including customer service, billing, finance, and
IT.

This
is a role for a proactive leader with
real-world experience
in customer
service and call flow management. It is not a passive supervisory position; it
requires an individual who can drive collaboration, manage employee relations,
and ensure the team remains a cohesive, high-performing unit while reinforcing
the processes established by the U.S. headquarters.

ABOUT
THE PROGRAM

Our
client is a leading U.S.-based network of technical service companies providing
comprehensive infrastructure design, installation, and maintenance across North
America. This offshore program is a critical component of their global business
strategy, providing financial and customer support services that contribute to
overall business performance.

RESPONSIBILITIES

Team
Leadership & Operational Oversight

• 
  Provide day-to-day guidance and oversight
  to the Philippines-based team, reinforcing expectations set by U.S.
  leadership.
• 
  Monitor attendance, productivity, and
  overall team performance, escalating concerns and trends as needed.
• 
  Act as the primary point of contact for
  employee
  relations
  , fostering a professional, accountable, and collaborative
  culture.
• 
  Serve as the first point of escalation for
  team-related issues to support timely resolution.

Strategic
Partnership & Communication

• 
  Partner closely with U.S.-based
  stakeholders to ensure alignment on priorities, expectations, and
  execution.
• 
  Provide regular feedback, insights, and
  visibility into team performance, risks, and opportunities.

Process
Reinforcement & Billing Oversight

• 
  Reinforce established workflows across
  billing,
  accounting, and support functions
  , ensuring consistency and adherence.
• 
  Accounting Support:
  Monitor day-to-day financial workflows and escalate complex accounting
  questions to U.S. functional leads as needed.
• 
  Identify inefficiencies, gaps, or risks in
  daily operations and provide recommendations for improvement.

Performance
Monitoring & Change Management

• 
  Track and report on KPIs and SLAs aligned
  with business goals.
• 
  Support the rollout and adoption of new
  processes, system implementations (ERP), and organizational changes.
• 
  Assist in building scalable team
  structures to support future growth and program expansion.

Requirements

• 
  Experience:
  5–8+ years of experience in Operations Management or Site Leadership
  within a BPO or shared services environment.
• 
  Industry Background:
  Previous experience in
  Field Services
  (e.g., HVAC, Plumbing, or
  Construction) is
  highly preferred
  .
• 
  Functional Expertise:
  A strong background in
  Billing or Accounting
  operations is strongly
  preferred.
• 
  Operational Knowledge:
  Solid understanding of
  customer service and call flow
  management.
• 
  Communication:
  Excellent English communication skills with the ability to provide clear,
  professional updates to executive stakeholders.
• 
  Schedule:
  Must be able to work a
  Monday to Friday, 9 AM to 6 PM Pacific Time
  schedule.
• 
  Education:
  Bachelor’s degree in Business, Operations, Finance, or a related field.

GOOD-TO-HAVES

• 
  Experience supporting offshore team growth
  or "start-up to scale" environments.
• 
  Familiarity with ERP systems such as
  GP,
  Trindocs, or ServiceTitan
  .
• 
  Lean, Six Sigma, or PMP certification.