Operations Manager

Role Details

Location: Metro Manila
Work Arrangement: Hybrid
Contract Duration: Probationary
Expected Start Date: January 2026
 

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleeps.
More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.
Welcome to Crescendo. Welcome to what’s next.
 

The Role

The Operations Manager is responsible for the overall performance, stability, and growth of assigned programs. This role ensures operational excellence across service delivery, people leadership, client satisfaction, and financial performance. You will lead Team Leaders and frontline managers, partner closely with cross-functional teams, and act as a key escalation and strategic point of contact for our partners.
This role is ideal for a hands-on leader who thrives in scaling operations, managing client expectations, and developing high-performing teams in a BPO environment.

What You’ll Do:

Operational Excellence

• Own end-to-end delivery of assigned programs, ensuring SLAs, KPIs, and quality standards are consistently met or exceeded
• Monitor performance metrics including productivity, quality, CSAT, attendance, attrition, and utilization
• Identify operational risks and implement corrective and preventive action plans
• Drive continuous improvement initiatives across workflows, tools, and processes

• Lead, coach, and develop Team Leaders and frontline managers
• Partner with HR, L&D, and QA to support performance management, coaching plans, and capability building
• Foster a culture of accountability, engagement, and psychological safety
• Support workforce planning, scheduling, and capacity management

• Serve as a primary escalation point for operational and people-related concerns
• Provide regular business reviews, performance insights, and data-driven recommendations to partners
• Align closely with cross-functional teams (TA, QA, IT, Finance, L&D) to support program needs
• Ensure partner expectations are managed proactively and transparently

• Support new program launches, transitions, and ramp-ups in partnership with TA and Academy teams
• Ensure readiness across staffing, training, tools, documentation, and governance
• Support expansion plans, headcount growth, and multi-LOB operations

• Ensure adherence to company policies, partner requirements, and data privacy standards
• Maintain accurate documentation, reports, and audit readiness
• Promote Crescendo’s core values and operating principles in daily execution
   

• 5+ years of BPO operations experience, with at least 2–3 years in an Operations Manager or equivalent leadership role
• Proven experience managing customer support, trust & safety, or back-office programs
• Strong people management background with experience leading managers and team leads
• Experience handling client-facing responsibilities and executive-level communications
• Data-driven mindset with strong analytical and reporting skills
• Excellent communication skills in English (written and verbal)
   

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options
• Training and professional development opportunities