Operations Manager (Remote)

Job Title:

Employment Type:

Compensation:

Can you lead a BPO team of experienced consultants to efficiently provide high-quality service to US and Filipino clients?

• Do you love delivering seamless service experiences for end-clients?
• Are you an expert in managing service operations and leading teams to exceed client expectations?
• Do you have a knack for optimizing processes and driving continuous improvement?
• Are you a whiz with designing and using online tools like G-Suite?
• Are you extremely intelligent?
• Do you have impeccable interpersonal integrity?
• Can you communicate effectively with "direct" American clients and owners?
• Do you ruthlessly find the "root cause" of any mistake, to happily improve operations quality?
• Do you know how to keep Filipino employees and contractors happy, motivated, and productive?
• Do you have a J.D. or M.B.A. degree?

If you answered “yes” to these questions, we would love to hear from you!

About Us:

Together Light Inc. provides immigration consultations and assistance to clients seeking to relocate to the Philippines and the United States. With a remote sales and marketing team that consistently generates over 100 new paid clients per month, we ensure that our clients receive expert assistance in preparing their immigration petitions. Our team includes over 40 full-time employees in our office in the Philippines and a dozen remote contractors working from their home offices. For the past 10 years, we have grown steadily in both revenue and team size, thanks to our commitment to transparency, accountability, and continuous learning.

What You Will Do:

Manage Client Relationships

• Communicate clearly and effectively, translating client requirements into actionable plans.
• Proactively address and resolve client issues while maintaining high satisfaction levels.

Oversee Service Delivery Operations

• Lead the end-to-end service delivery process, ensuring all tasks and projects meet established standards.
• Collaborate with cross-functional teams to ensure smooth coordination and alignment with client goals.
• Monitor and manage key performance metrics to maintain high-quality outcomes.

Drive Team Performance

• Inspire, mentor, and manage a team of service delivery professionals to achieve operational excellence.
• Facilitate regular training sessions to keep the team updated on best practices and tools.
• Foster a culture of accountability, collaboration, and continuous improvement.

Ensure Operational Efficiency

• Analyze processes to identify areas for optimization and implement changes that enhance efficiency.
• Maintain detailed documentation of workflows and operational guidelines for consistency and compliance.
• Leverage data and metrics to track performance and make informed decisions.

More About You:

1. Experience:

   3+ years in service delivery management or service quality control, with a proven track record of managing teams and delivering exceptional results.

2. Leadership Skills:

   Strong ability to inspire and guide teams to meet and exceed goals.

3. Communication:

   Exceptional verbal and written communication skills, with a talent for simplifying complex concepts.

4. Problem-Solving:

   Adept at addressing challenges with creative, actionable solutions.

5. Tech-Savvy:

   Comfortable using service management tools and technology to enhance operations.

6. Flexibility:

   Capable of adapting to changing priorities and managing multiple tasks effectively.

Qualifications:

1. Bachelor's degree in Business Administration, Operations Management, or a related field (preferred).
2. Master's is appreciated but not required.
3. Strong organizational and time-management skills.
4. Demonstrated ability to work collaboratively in a remote or hybrid work environment.
5. Familiarity with industry-standard service management frameworks (e.g., ITIL, Six Sigma) is a plus.

Note:

1) One of our qualification criteria is taking a typing test for our applicants. Would you be comfortable? 

2)Do you have access to a USB Headset (“USB” and not Aux Cable or 3.5 mm Headphone Jack or Earphones / Bluetooth Headphones) or can you acquire one for the Interviews? 

3) Would you be comfortable acquiring a desktop computer for this position if you are hired?