Customer Success & Operations Manager (Philippines)
Apply here: https://operationsarmy.com/application
About Us
We are a growing startup helping fast-growing businesses scale through high-quality offshore talent. We manage large customer accounts and are looking for a strategic, hands-on customer success leader to manage these relationships and ensure operational excellence.
Role Overview
As a Customer Success & Operations Manager, you will own the post-sale relationship with our highest-value customers. You will act as a trusted advisor to clients and oversee the offshore teams delivering services to them. This role requires excellent relationship management, team coordination, and operational problem-solving skills.
What Youll Do
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Account Ownership
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Serve as the main point of contact for assigned customer accounts.
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Build and maintain strong relationships with senior client stakeholders.
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Conduct regular check-ins, QBRs, and performance reviews.
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Team & Talent Oversight
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Supervise BPO staff performance on client accounts.
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Ensure work quality, consistency, and team adherence to SOPs.
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Escalate issues and lead resolution across people, process, or client expectations.
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Operational Excellence
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Create and maintain standard operating procedures (SOPs).
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Identify inefficiencies or gaps and propose system/process improvements.
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Coordinate with internal teams to align delivery and client goals.
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Project Management
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Monitor project progress, timelines, and outcomes.
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Support onboarding and transition of new client accounts.
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Track metrics and report on account health and workforce performance.
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What Were Looking For
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Prior experience in customer success, client management, or consulting
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Strong problem-solving, written communication, and people management skills
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Experience working with international teams, BPOs, or distributed operations
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Ability to create SOPs, manage multiple priorities, and handle escalations
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A proactive, thoughtful communicator who can influence both clients and internal teams
Preferred Backgrounds
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Ex-consultants (e.g., management consulting, operations)
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Former account/project managers in tech-enabled service businesses
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Experience in verticals such as outsourcing, healthcare ops, recruiting, or enterprise SaaS is a plus