The Senior Operations Manager / Program Director provides strategic, operational, and financial leadership for a Philippine energy utility contact center program delivering voice and chat customer service. This role is accountable for end-to-end program performance, client governance, regulatory compliance, and long-term transformation while leading multi-layered teams through Operations Managers and Team Leaders.

Key Responsibilities

Program & Strategic Leadership

• Own and lead the overall delivery, strategy, and performance of the energy utility contact center program
• Translate client and business objectives into operational strategy, execution plans, and measurable outcomes
• Drive scalability, operational maturity, and long-term sustainability of the program

Client & Stakeholder Management<...