Operations Manager

About the Role

We are looking for a hands-on and strategic Operations Manager to lead our end-to-end operational execution in the Philippines, covering Merchant Happiness (Customer Operations) and Operational processes.

This role is critical in ensuring excellent merchant experience while maintaining efficient operational workflows, vendor coordination, quality control, and performance management. You will lead frontline teams, manage processes and escalations, and work closely with cross-functional stakeholders to scale operations sustainably in a fast-growing environment.

Key Responsibilities:

Merchant Happiness & Customer Operations

• Lead and manage the Merchant Happiness (MH) team to deliver excellent customer experience across all touchpoints.
• Conduct regular briefings, shift planning, and workforce scheduling to ensure optimal coverage and service levels.
• Develop and maintain knowledge management, including SOPs, playbooks, product updates, and agent guidelines.
• Monitor issue handling, response quality, and resolution accuracy through QA and regular audits.
• Handle complex merchant cases and internal/external escalations, ensuring timely and effective resolution.
• Provide continuous coaching, feedback, and performance management to team members based on strengths and development areas.
• Analyze daily and weekly performance metrics (CSAT, SLA, productivity, quality scores) and implement improvement actions.
• Identify and execute strategies to improve service quality, merchant satisfaction, and team productivity.

Operations & Process Management

• Oversee and optimize operational workflows that support merchant-facing activities, including tools, systems, and processes.
• Identify inefficiencies and lead continuous improvement initiatives to enhance operational effectiveness and scalability.
• Collaborate with Product, Tech, Finance, and Business teams to align operational execution with business goals.
• Ensure compliance with internal policies, SOPs, and relevant regulatory or operational standards.
• Build contingency plans and operational readiness to handle volume spikes, incidents, or service disruptions.

Data, Reporting & Stakeholder Management

• Track, analyze, and report operational and MH performance metrics to drive data-driven decision-making.
• Translate operational data into insights and recommendations for management and stakeholders.
• Act as the main point of contact for operational matters in the Philippines, coordinating with regional and HQ teams.
• Qualifications
• 5+ years of experience in operations management, customer operations, merchant support, or service operations.
• Proven experience leading frontline teams and managing day-to-day operations in a fast-paced environment.
• Strong understanding of customer experience management, QA, escalation handling, and performance monitoring.
• Solid analytical skills with the ability to interpret data and drive operational improvements.
• Excellent communication, leadership, and stakeholder management skills.
• Comfortable working hands-on while also thinking strategically.
• Experience using CRM, ticketing systems, operational dashboards, or related tools.

Nice to Have

• Experience in fintech, payments, merchant platforms, or device-based businesses.
• Background in startups or high-growth companies with scaling operations.
• Experience managing multi-functional ops teams (customer ops + logistics/field ops).
• Familiarity with regional operations or cross-country collaboration in Southeast Asia.