Mark

Senior Operations Manager | Customer Experience, Service Delivery & Team Leaders

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Overview

Looking for full-time work (8 hours/day)

at $15.18/hour ($2,928.00/month)

Bachelors degree

Last Active

July 4th, 2026 (4 days ago)

Member Since

May 16th, 2024

Profile Description

Senior Operations Manager | Customer Experience, Service Delivery & Team Leadership

I am an operations and customer experience leader with 23 years of experience supporting global organizations across SaaS, E-commerce, Financial Services, Insurance, Telecommunications, Subscription Businesses, and Outsourcing environments.

Over the course of my career, I have led teams ranging from frontline customer support professionals to large-scale operations supporting up to 480 employees across multiple international markets. My experience spans customer support management, service delivery, workforce management, quality assurance, process improvement, customer retention, and operational leadership.

I am particularly known for stabilizing underperforming operations, improving customer experience outcomes, reducing attrition, and building high-performing teams that consistently achieve business objectives.

Selected Leadership Achievements:

• Led operations supporting up to 480 employees across customer service and business process outsourcing environments

• Managed a 120-headcount customer operations organization supporting one of the world's largest e-commerce companies

• Reduced employee attrition from 24% to below 4% within three months through leadership development, coaching, accountability programs, and employee engagement initiatives

• Increased customer satisfaction scores from 65% to above 85% within six weeks through a structured Customer Experience Alignment Program focused on communication, empathy, cultural awareness, and performance coaching

• Consistently improved service delivery performance through operational improvements, workflow optimization, and leadership development

• Built, scaled, and stabilized remote and distributed teams supporting customers across North America, Europe, and Australia

• Managed customer operations across phone, email, chat, and social media channels

• Supported multilingual teams and international markets across English-speaking and European regions

Core Areas of Expertise:

• Operations Management
• Customer Support Management
• Customer Experience (CX)
• Service Delivery Management
• Workforce Management
• Performance Management
• Quality Assurance
• Process Improvement
• Customer Success
• Escalation Management
• Team Leadership & Coaching
• SOP Development & Documentation
• Operational Excellence
• Change Management
• Cross-Functional Collaboration

What separates me from many operations leaders is my willingness to remain actively involved in execution. While I have spent much of my career leading teams, developing leaders, and managing operations, I am equally comfortable stepping directly into the work when the situation requires it. I believe strong leadership comes from understanding both strategy and execution.

I am interested in long-term remote opportunities where I can contribute as a Senior Operations Manager, Customer Support Manager, Service Delivery Manager, Head of Customer Experience, Operations Lead, or senior operational partner. My focus is helping organizations improve performance, strengthen customer experience, develop teams, and achieve sustainable operational results.

Top Skills

Professional Services » Management Services » Bpo Operations Management

Experience: 10+ years

Directed business process outsourcing operations supporting multiple clients and industries, including E-commerce, Telecommunications, Insurance, Financial Services, and SaaS. Experienced in team leadership, service delivery, client management, process improvement, operational governance, and business performance optimization.

Professional Services » Management Services » Call Center Operations Management

Experience: 10+ years

Managed large-scale contact center operations supporting customers across North America, Europe, and Asia. Experienced in workforce planning, SLA management, quality assurance, coaching, performance management, escalation handling, and operational leadership within high-volume customer service environments.

Office and Administration » Team Leadership

Experience: 10+ years

Led teams ranging from frontline employees to department managers, supporting operations of up to 480 employees. Known for developing leaders, improving employee engagement, reducing attrition, strengthening accountability, and building high-performing teams that consistently achieve business objectives.

Other Skills

Professional Services » Management Services » Customer Support Management

Experience: 10+ years

Led customer support operations across SaaS, E-commerce, Telecommunications, Financial Services, and Outsourcing environments. Managed frontline agents, supervisors, and managers while improving service delivery, customer satisfaction, escalation handling, workforce performance, and operational efficiency across global support teams.

Office and Administration » Problem Solving

Experience: 10+ years

Apply analytical and operational problem-solving techniques to identify root causes, improve workflows, resolve escalations, strengthen customer experience, and drive performance improvements. Experienced in managing complex operational challenges across remote and global business environments.

Office and Administration » Decision Making

Experience: 10+ years

Make data-driven operational decisions involving workforce management, customer experience, performance improvement, service delivery, escalation resolution, resource allocation, and organizational effectiveness while balancing business objectives and customer outcomes.

Basic Information

Age: 47

Gender: Male

Website: Sign Up with Pro Account to View

Address: Clarin, Misamis Occidental

Tests Taken: None

Government ID: Sign Up with Pro Account to View

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BENCHMARKS

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jobseekers/info/3438409

CLASS/METHOD

jobseekers/info

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