Operations Manager - Customer Service

Summary

Join VGW, an interactive entertainment company, as a Customer Service Operations Manager. Oversee service delivery and team performance, ensuring operational targets and service standards are met. Drive continuous improvement through data analysis, process optimization, and strategic leadership. Lead and develop a high-performing team, fostering accountability and engagement. Ensure compliance with regulations and internal policies. Optimize operational workflows and analyze key metrics to provide strategic recommendations. Deliver high-impact reports and insights for data-driven decision-making. This role requires a minimum of 5 years of experience leading customer service operations and teams, a Bachelor’s degree or equivalent, and strong communication and analytical skills.

Requirements

• A minimum of 5 years of proven experience in leading customer service operations and teams
• Bachelor’s degree or equivalent experience
• Proven experience in a leadership role within customer service
• Strong communication, interpersonal, and collaboration skills
• Expertise in service delivery, meeting operational targets, and ensuring quality standards
• Knowledge of regulatory compliance, internal policies, and risk management
• Proficient in data analysis and generating insights for continuous improvement
• Ability to deliver actionable reports for strategic decision-making

Responsibilities

• Ensure seamless service delivery, meeting operational targets, service standards, and quality expectations
• Lead and develop a high-performing team, fostering accountability, driving engagement, and ensuring alignment with business objectives
• Enforce compliance with regulatory requirements, internal policies, and risk controls, mitigating potential issues
• Optimize operational workflows, leveraging data insights, automation, and collaboration across teams to enhance efficiency and scalability
• Analyze key metrics and business trends, providing strategic recommendations to drive continuous improvement and operational excellence
• Deliver high-impact reports and insights, enabling data-driven decision-making and proactive issue resolution
• Perform other deliverables and outcomes as directed by the company

Preferred Qualifications

Experience in the gaming or tech industry is a plus

Benefits

• We primarily operate in a remote work environment; however, we appreciate a flexible approach with regards to travel to Metro Manila if required on occasion
• Any changes to our remote work arrangement will be communicated with ample notice
• Competitive compensation, perks and benefits