Senior Customer Operations Manager

**Role:** Senior Customer Operations Manager **Employment Type:** Full-Time Contract Role through Deel **Location:** Remote in Philippines **Schedule / Time Zone Expectations:** M-F | 9 AM to 5 PM Pacific Time **Compensation Structure: $**2,500–$3,500/month We anticipate most offers will fall between $2,500–$3,000 USD/month. Compensation of up to $3,500 USD/month is reserved for exceptional candidates with highly relevant experience and demonstrated impact. ## **About the Role** We’re looking for a builder, someone who naturally creates structure where there is chaos, questions inefficient processes, eliminates manual work, and builds scalable systems that allow the business to grow. This person doesn’t wait for direction: they identify problems before they become visible, propose solutions backed by data, and take ownership from idea through implementation. In this role, they will own the operational systems that drive post-purchase customer experience, revenue recovery, and retention. While this role leads a customer support team, its primary responsibility is designing, optimizing, and scaling the operational engine behind returns, exchanges, cart recovery, QA, reporting, and continuous process improvement. This is an operations-first leadership role for someone who thrives in building structure, creating operating rhythms, solving root-cause problems, and using data to improve business performance. Success is measured by stronger operational execution, improved KPIs, higher revenue recovery, and scalable processes, not simply managing customer support. The ideal candidate operates independently, identifies opportunities before they become problems, and partners cross-functionally to continuously improve how the business serves customers while protecting revenue. This role requires balancing exceptional customer experience with sound business judgment. You will make decisions that impact customer satisfaction, operational efficiency, and company profitability. Knowing when to act independently and when to seek alignment is essential. We value curiosity, humility, accountability, continuous improvement, and people who care deeply about both our customers and our business. We move quickly, challenge existing processes, and expect every team member to leave things better than they found them. ## **Who Will Thrive Here** You’ll enjoy this role if you: - Naturally take ownership without waiting to be asked. - See inefficient processes and immediately think about how to improve them. - Love building systems that reduce manual work. - Are equally comfortable analyzing data and coaching people. - Ask “Why?” before jumping to solutions. - Balance customer experience with sound business judgment. - Hold yourself accountable for outcomes, not just tasks. - Prefer solving root causes over repeatedly fixing the same problems. ## **Key Metrics You'll Own** - Net Return Rate - Exchange Rate - Cart Recovery Rate - QA Compliance - SLA Performance & Ticket Backlog - Operational Efficiency - Reporting Accuracy - Product Feedback Resolution - Agent Performance & Quality - Customer Satisfaction (CSAT/NPS) ## **What Success Looks Like** The successful candidate will: - Build scalable operational systems that improve efficiency and customer outcomes. - Own KPI reporting, operational cadence, and data-driven decision making. - Identify root causes and implement sustainable process improvements. - Coach and develop a high-performing customer support team. - Drive measurable improvements in revenue recovery, retention, and operational performance. ## What Success Does NOT Look Like This role is not successful if it relies on: - Constant direction from leadership. - Manual spreadsheets and repetitive reporting. - Escalating routine decisions that should be handled independently. - Solving the same operational problems repeatedly instead of addressing their root causes. - Measuring success by activity rather than business outcomes. ## **Essential Fun…