Assistant Operations Manager, Commercial Customer Care

We're looking for an Assistant Operations Manager to lead our Commercial Customer Care team and drive exceptional customer experiences.

You'll guide daily operations, coach your team to excellence, and ensure every customer interaction strengthens loyalty and satisfaction.

What will you do?


* Lead and develop your team through coaching, performance management, and fostering a culture of continuous improvement


* Oversee resolution of customer inquiries, orders, and service requests across multiple channels with efficiency and care


* Collaborate with cross-functional teams to address escalated issues and implement solutions that enhance customer satisfaction


* Analyze customer feedback and service data to identify root causes and drive meaningful experience improvements

Required skills:


* Coaching - advanced level; developing team capabilities and driving performance through effective feedback and guidance


* Complaint management - advanced level; resolving escalated issues while turning challenges into loyalty-building moments


* Customer orientation - advanced level; anticipating needs and ensuring every interaction exceeds expectations


* Emotional intelligence - advanced level; reading situations and responding with empathy to build trust with customers and teams


* Product knowledge - advanced level; leveraging deep understanding to solve complex customer needs confidently


* Root cause analysis - advanced level; diagnosing systemic issues and implementing preventive solutions


* Communication - intermediate level; conveying information clearly across teams and to diverse customer audiences


* Continuous improvement - intermediate level; identifying opportunities and driving process enhancements that elevate service qualit

What qualifications will make you successful?


* Must possess a Bachelor's Degree


* Must be willing to work on a hybrid setup in Rosario, Cavite.


* Must be willing to work during US business hours.


* At least 5 years experience in a people manager role, preferably in a shared services setup.


* Strong leadership presence with the ability to inspire and motivate your team toward shared goals


* Proactive problem-solver who addresses non-routine challenges with sound judgment and creativity


* Collaborative mindset that builds effective partnerships across departments to deliver seamless customer experiences


* Resilience and adaptability to thrive in a fast-paced environment while maintaining focus on quality

What's in it for me?


* Lead a team that makes a tangible impact on customer satisfaction and business success


* Opportunities for professional growth through leadership development and cross-functional exposure


* Supportive culture that values collaboration, innovation, and continuous learning


* Flexibility and resources to help you succeed in balancing priorities

Ready to elevate customer care and lead a t...