Job Overview

We are looking for an experienced and results-driven Senior Operation Manager to lead and manage large-scale customer service and Customer Support Services programs. The ideal candidate will have strong program management experience, excellent stakeholder management skills, and the ability to communicate effectively in English, Mandarin, and Cantonese.

This role will be responsible for driving operational performance, managing client relationships, leading cross-functional teams, and ensuring successful delivery of program objectives.

Key Responsibilities

Lead the end-to-end management and delivery of large-scale CSS / Customer Service projects.
Develop and execute program strategies, operational plans, and performance improvement initiatives.
Manage key client and internal stakeholder relationships, ensuring alignment on business objectives and service expectations.
Monitor program performance against key metrics, SLAs, KPIs, quality, and customer satisfaction targets.
Identify operational risks and develop effective mitigation and contingency plans.
Lead and collaborate with cross-functional teams including Operations, Workforce Management, Quality, Training, HR, IT, and Finance.
Drive continuous improvement initiatives to enhance operational efficiency, customer experience, and overall program performance.
Manage program budgets, resource planning, capacity requirements, and operational costs.
Prepare and present regular business reviews, performance reports, and strategic recommendations to senior management and clients.
Lead escalations and ensure timely resolution of critical operational and client issues.
Coach and develop program leadership teams to build a high-performing operational environment.
Ensure compliance with company policies, client requirements, and relevant regulatory standards.
Support business growth initiatives, including new program launches, transitions, expansions, and transformation projects.

Requirements

Bachelor's degree in Business Administration, Management, Operations, or a related discipline.
5+ years of experience in program, operations, or account management, preferably within the BPO, contact centre, customer experience, or shared services industry.
Proven experience in managing CSS / Customer Service projects or large-scale customer operations programs.
Strong track record in managing multiple stakeholders and delivering complex programs successfully.
Strong understanding of contact centre operations, KPIs, SLAs, workforce management, quality, and customer experience.
Demonstrated experience in leading large teams and managing senior-level stakeholders.
Strong analytical, problem-solving, and decision-making skills.
Excellent presentation, communication, and negotiation skills.
Strong proficiency in English is mandatory.
Good to strong proficiency in Mandarin and Cantonese is mandatory.
Ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively.

Preferred Skills

Experience managing regional or multilingual customer service programs.
Experience working with multinational clients or global stakeholders.
Strong commercial and financial acumen, including budget and cost management.
Experience in program transition, transformation, migration, or new site/program launches.
Knowledge of continuous improvement methodologies such as Lean, Six Sigma, or similar frameworks.

What We Offer

Opportunity to lead large-scale and strategic customer service programs.
Exposure to regional and international stakeholders.
Career development opportunities within a global organization.
Dynamic and collaborative working environment.