Head of Customer Service Operations | Onsite | Day Shift | Up to PHP230K

Overview

Head of Customer Service Operations | Onsite | Day Shift | Up to PHP230K – Emapta
Mandaluyong City, Metro Manila, Philippines
General/Business Unit Manager (CEO & General Management)
Full time
Up to PHP230k + Day 1 HMO (PHP)
Earn up to PHP 230,000 for Head of Customer Service Operations (AU Exposure)
Employment type: Full-time
Shift: Day shift, Shifting
Work setup: Onsite, Ortigas
Salary: Up to PHP 230,000
Must-have: 7+ years leadership experience in large-scale customer operations with strong Australian account exposure

Job Description

Take full ownership of a large-scale contact center operation supporting Australian-based customers across multiple channels. As Head of Customer Service Operations, you will lead multi-layered teams, drive performance across key metrics, and ensure consistent service delivery in a high-volume environment. This role requires strong strategic leadership, operational control, and the ability to translate insights into actionable improvements. You will influence service quality, team performance, and customer outcomes while managing day-to-day execution and long-term direction. This is a senior leadership role with direct impact on operational success and customer experience.

Exciting Perks Await!

• 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

The Qualifications We Seek

• 7+ years of progressive leadership experience in large-scale customer operations, including Head or Director-level roles, with Australian exposure
• Proven ability to lead and oversee layered team structures, managing both frontline leaders and middle management
• Data-driven mindset with the ability to interpret performance insights and translate them into actionable improvements
• Experience driving operational growth, transformation initiatives, or building functions from the ground up
• Strong ownership of operational performance, with consistent delivery across KPIs, service quality, and productivity metrics
• Background in handling high-volume, service-oriented operations within a structured environment is an advantage
• Established capability in managing senior stakeholders and influencing cross-functional decision-making
• Advanced communication skills with confidence in presenting insights and strategies to leadership teams

Your Daily Tasks

• Lead and manage Team Leaders and Managers, ensuring accountability across all levels
• Define and execute operational strategies aligned with business and customer experience goals
• Own and drive performance across KPIs including quality, productivity, and service levels
• Analyze operational data and implement improvements to optimize performance and efficiency
• Oversee workforce planning, capacity management, and team structure for scalability
• Manage operational risks, issues, and escalations with timely resolution
• Drive cost efficiency while maintaining service quality and team performance
• Build and sustain a high-performance culture focused on accountability and continuous improvement
• Lead recruitment, onboarding, and development initiatives in partnership with HR and training teams
• Provide coaching and mentorship to leadership teams
• Collaborate with stakeholders locally and internationally to align on priorities and performance
• Present insights, reports, and recommendations to senior leadership
• Ensure compliance with regulatory requirements and internal governance standards
• Lead incident reviews and root cause analysis for operational issues

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia’s Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!