Senior Operations Manager – Digital Operations
Company Confidential · Muntinlupa City, National Capital Region, Philippines
Tailor my CV for this job — freePosition: Senior Operations Manager – Digital Operations
The role oversees people, processes, and performance across services such as digital marketing, campaign management, content operations, creative production, e-commerce, or digital analytics, depending on the assigned portfolio.This position requires a leader who can translate client objectives into delivery plans, develop strong managers, and drive improvements in quality, productivity, and profitability.Key ResponsibilitiesOperations and Service DeliveryLead day-to-day operations across assigned accounts, ensuring achievement of service-level agreements, quality standards, productivity targets, and delivery timelines.Translate client requirements into operating plans, workflows, staffing models, and measurable performance targets.Oversee workforce planning, capacity management, resource allocation, and business continuity.Lead new account transitions, project launches, and operational ramp-ups.Resolve delivery issues and escalations through timely corrective actions and preventive measures.Client and Stakeholder ManagementServe as a senior point of contact for client stakeholders, building strong relationships and maintaining alignment on priorities.Lead operational reviews and business reviews, presenting performance results, risks, and improvement plans.Partner with clients to clarify requirements, manage scope, and identify opportunities to expand service delivery.Collaborate with internal teams, including Technology, Quality, Workforce Management, HR, Talent Acquisition, and Finance.People Leadership and DevelopmentLead, coach, and develop operations managers, team leaders, and delivery teams.Establish clear accountability, performance expectations, and development plans.Build succession plans and strengthen leadership capability across the assigned portfolio.Partner with Talent Acquisition and Learning and Development to address hiring, onboarding, and capability requirements.Drive employee engagement, retention, and a culture of collaboration and continuous improvement.Performance and Financial ManagementOwn operational dashboards and use data to identify trends, address performance gaps, and support decisions.Manage account budgets, staffing costs, utilization, and productivity to meet financial targets.Monitor profitability and implement sustainable cost and efficiency improvements.Provide accurate operational forecasts, staffing projections, and management reports.Process Improvement and GovernanceIdentify opportunities to simplify workflows, standardize processes, and introduce appropriate automation.Partner with technology and subject matter experts to implement digital tools and AI-enabled solutions with suitable quality controls.Maintain process documentation, reporting accuracy, and adherence to client requirements and company policies.Ensure teams follow applicable data privacy, information security, and access management standards.QualificationsBachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related field, or equivalent relevant experience.At least 8 years of relevant experience in digital operations, digital marketing services, creative or content operations, e-commerce, or a related service delivery environment.At least 3 years of managerial experience, including leading managers or multiple delivery teams.Proven experience managing client-facing operations within a BPO, shared services, agency, or global delivery organization.Working knowledge of one or more digital service areas, such as paid media, SEO/SEM, social media operations, content management, creative production, e-commerce, or digital analytics.Demonstrated ability to manage service levels, workforce capacity, budgets, and operational performance.Strong client management, communication, analytical, and problem-solving skills.Experience leading transitions, scaling teams, and implementing process improvements.Willingness to work schedules aligned with client and business requirements.Preferred QualificationsExperience managing multiple accounts or international clients.Exposure to automation, AI-assisted workflows, and digital transformation initiatives.Familiarity with reporting, analytics, workflow management, and project management tools.Relevant certifications in project management, Lean Six Sigma, or digital platforms.Key Measures of SuccessAchievement of client service levels, quality standards, and delivery commitments.Client satisfaction and effective resolution of escalations.Productivity, utilization, and financial performance against targets.Employee engagement, retention, and leadership development.Successful transitions, ramp-ups, and measurable process improvements.