Customer Operations Manager

Job Title: Customer Operations Manager – Manila
Location: On-site, Ortigas Manila
Reports to: Group Executive Customer Operations
Schedule: AUS Business hours, Monday to Friday
Role Overview
We are looking for a dynamic and experienced
Customer Manager to lead our Manila-based delivery
support office. This is an on-site leadership role
overseeing a team of Project Coordinators and Project
Admins, focused on fibre delivery and fault handling
support.
You will be responsible for ensuring a productive,
motivated, and high-performing team environment. This
includes day-to-day office management, mentoring
staff, maintaining strong reporting and delivery
processes, and acting as the first point of escalation for
internal and customer issues.
Key Responsibilities
Provide daily leadership to a team of Project
Coordinators and Admins
Monitor and report on KPIs, SLA delivery, and
case volumes across the team
Oversee fault ticketing, project delivery, and
workflow escalations (1st level)
Manage the end-to-end office operations
(supplies, scheduling, maintenance, compliance)
Coach, mentor, and develop staff to ensure
professional growth and consistent performance
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Maintain a strong team culture and morale
through feedback, recognition, and structured
check-ins
Conduct local recruitment and onboarding for
Manila roles
Ensure full staff attendance and punctuality in
the office
Act as the Manila office point of contact for
Sydney-based leadership
Identify and implement process improvements
to streamline delivery and support functions
Support rotating on-call roster and after-hours
readiness (where applicable)
Success Metrics
Team SLA performance and ticket closure rates
Staff retention, attendance, and engagement
Quality of internal communication and
stakeholder satisfaction
Uptime and stability of local office operations
Improvement of internal processes and
documentation
Key Requirements
3–5+ years’ experience in an operations, team
leadership, or delivery support role
Proven ability to manage a small-to-mid-sized
team in a structured, KPI-driven environment
Excellent people management and staff
development capabilities
Strong communication and reporting skills
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(verbal and written)
Comfortable working in a fast-paced
environment, balancing both project delivery
and customer support
Team Culture & Staff Incentives
We reward team contribution and create a fun,
supportive workplace through:
Staff award
Birthday cake or shared treats
Supply water, coffee, tea, and snacks
Office stationery and work tools provided
Monthly team lunches or Friday snack days
Bonus Skills
Prior telecom, fibre, or provisioning experience
Familiarity with SLA frameworks and escalations
Experience working with Australian business
hours and expectations

Join the A-Team and experience the A-Life!