Senior Operations Manager | AU Client | Day Shift | Ortigas | Up to PHP230K

Head Service Excellence Across Australia's Digital Subscription Ecosystem

With Emapta, take full leadership of a dedicated offshore operation, working directly with Australian executives in a high-investment environment designed for long-term impact and influence.

Job Overview

Salary: Earn up to PHP230,000

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati)
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

• 7+ years in senior contact center leadership, with proven experience operating at Director or Head level in high-volume environments
• 5+ years supporting Australian customers, with strong understanding of AU service standards and customer behavior
• Proven experience in subscription-based or home service operations (telco, fibre, digital subscriptions, delivery platforms)
• Strong track record in scaling operations and leading transformation initiatives
• Experience managing multi-layered teams (Managers, Team Leaders) in large-scale contact centers
• Advanced capability in CX analytics and KPIs (CSAT, SLA, AHT, utilization), using data to drive performance and forecasting

• Strategic Builder: Delivers results in scale-up or transformation environments
• Customer-Centric Leader: Prioritizes customer outcomes, retention, and service excellence
• People Leader: Builds strong leadership pipelines and high-performance teams
• Insight-Driven Operator: Uses data, analytics, and continuous improvement to optimize performance

Your Daily Tasks

• Set and deliver the Manila contact center strategy, aligning operations with Australian business goals and customer experience priorities
• Establish clear performance expectations and accountability across Team Leaders and Team Coaches, strengthening leadership consistency
• Lead workforce planning, capability frameworks, and succession pipelines to support scalable growth
• Drive service innovation and digital transformation using platforms such as Genesys, Salesforce, Power BI, and knowledge systems
• Represent Manila operations in strategic forums, influencing enterprise-level service direction

• Own and deliver results across CX, QA, SLA, AHT, ACW, ASA, utilization, occupancy, and productivity metrics
• Identify performance gaps, risks, and opportunities, translating insights into measurable improvements
• Balance cost efficiency, budget management, and service quality to sustain high-performing operations

• Lead and develop a multi-layered leadership team
• Drive recruitment, onboarding, and leadership development in partnership with HR and Training
• Promote a culture of accountability, ownership, and continuous improvement, strengthening engagement and performance

• Build and sustain strategic partnerships with senior executives and cross-functional leaders across Australia and the Philippines
• Lead business reviews, presenting performance insights and strategic recommendations
• Align with cross-functional teams to ensure capability and operational priorities are met

• Ensure compliance with Australian regulations, internal policies, and industry standards
• Proactively manage operational, reputational, and compliance risks
• Oversee governance across QA, data privacy, workforce management, and incident handling
• Lead incident investigations and root cause analysis, driving preventive actions
• Uphold a culture of integrity, transparency, and responsible decision-making across the operation

Welcome to Emapta Philippines!

We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!