[Hiring] Operations Manager @Flexscale

Role Description

We’re looking for an experienced Operations Manager with a strong track record of leading teams and managing high-volume workflows. You are proactive, organized, and comfortable juggling multiple priorities without losing sight of deadlines or service levels.

• Lead, manage, coach, and support a Philippines-based team of 7 direct reports.
• Set daily priorities and ensure the team remains aligned with operational goals and SLAs.
• Monitor team performance, workload distribution, and queue health.
• Balance workloads across multiple parallel queues and step in during periods of high volume.
• Provide coaching, feedback, and support to help team members improve performance.
• Proactively identify staffing or capacity issues, particularly during month-end peaks.
• Oversee and personally handle resident issues through email and phone when needed.
• Resolve resident concerns end-to-end, often requiring multiple interactions and follow-ups.
• Manage complex client work orders involving multiple parties and several days of coordination.
• Maintain clear, professional, and timely communication with clients and residents.
• Ensure issues are followed through to resolution rather than simply passed between teams.
• Protect the client relationship through reliable communication and strong follow-through.
• Oversee the timely activation and deactivation of utilities for homes moving in or out.
• Ensure utility requests are completed accurately and within established SLAs.
• Monitor and process high-volume bill payments, reaching up to approximately 100 payments per day during peak periods.
• Coordinate with utility providers and billers to obtain information, estimates, and payment requirements.
• Proactively follow up with billers to prevent delays and missed deadlines.
• Identify potential SLA risks and take action before deadlines are missed.
• Monitor all operational queues, including tickets, calls, payments, and work orders.
• Ensure queues remain current and no tasks fall through the cracks.
• Track SLA performance and identify recurring bottlenecks or delays.
• Review existing SOPs and identify opportunities to improve efficiency and turnaround times.
• Tighten processes and close operational gaps without unnecessarily adding complexity.
• Develop and implement practical improvements to day-to-day workflows.
• Escalate significant operational risks and recurring issues appropriately.
• Monitor operational KPIs, SLA compliance, queue health, and team performance.
• Identify trends and recurring issues that may impact customer experience or operational costs.
• Provide visibility into workload, bottlenecks, and areas requiring attention.
• Ensure avoidable SLA breaches and associated client fees are minimized.
• Maintain consistent operational performance during high-volume periods.

Qualifications

• 3+ years of experience in operations, customer support, service delivery, or a related field.
• Previous experience managing or leading a support/operations team.
• Strong spoken and written English communication skills.
• Proven ability to manage multiple workflows and priorities simultaneously.
• Comfortable working with SLAs, KPIs, deadlines, and performance targets.
• Process-oriented with a track record of improving existing workflows.
• Calm and organized when handling high volumes and competing priorities.
• Strong ownership mentality and willingness to be hands-on when needed.

Requirements

• Approximately 30 tickets per week.
• Approximately 30 calls per week.
• Up to 100 bill payments per day.
• Predictable increases in volume around month-end.

Benefits

• Fully remote setup with local support.
• Start with 18 paid leaves annually.
• Enjoy U.S. holidays off.
• Premium healthcare access at no cost.
• Join a supportive, growth-oriented global team.