Manager, CARE Operations (Senior Manager-Level)

Manager, CARE Operations (Senior Manager-Level)
Location: Manila
Job Level: MG3
Reporting to: Senior Manager, CARE Operations (MG4)
Who We Are:
Vista is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vista, small businesses are able to create and customize their marketing with easy-to-use digital tools and design templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site, and on the go.
Our global CARE team with its 2,000+ team members is key in delivering best-in-class service committed to and focused on providing exceptional experiences for our customers. We are empowered to create lasting impressions and build authentic relationships with a wide range of small business owners each day.
Global Customer Value (CARE)
Our Global CARE is a Business Unit within Vista that acts as first responders dedicated to caring for our customer's needs and concerns. The team has been critical in delivering best in class service committed and focused on providing a jaw dropping experience for our customers. We act as design and marketing consultants, general advisers, the fixers when things go wrong by creating lasting impressions and building authentic relationships. We are the dream makers of a wide range of small business owners.
What You Will Do:
The role is responsible for the planning and execution of the customer care strategy for our customers globally and is expected to become a strategic and tactical partner to our business unit. This would include contact channel optimization, process improvement and customer experience tackling issue resolution, process enhancements, customer escalations and graphic design improvements. The Operations Manager is expected to participate in the program development of the department with core duties including management and leadership of processes and people.
Directs and prepares activities to determine operational effectiveness and revises programs to increase quality and productivity. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.
Role and responsibilities
You will work closely with the CARE Leadership team to develop strategies for improving organizational efficiency, and be responsible for ensuring that those strategies are effectively implemented. You will also oversee the work of other managers and employees in various operational departments, ensuring that they are aligned with the organization's goals and objectives.
Primary Responsibilities

• Lead the development and implementation of operational strategies and processes to achieve organizational objectives, including revenue and profitability targets.
• Monitor and evaluate operational performance to ensure alignment with the organization's goals and objectives.
• Identify opportunities for optimization and implement changes to enhance operational efficiency and effectiveness.
• Foster a culture of collaboration and teamwork among operations team members and cross-functional peers
• Manage and provide oversight to operational departments and their respective managers and employees.
• Monitor and analyze key performance indicators (KPIs) to identify trends, opportunities, and areas for improvement
• Manage staffing levels and resource allocation to meet service level agreements (SLAs) and customer expectations
• Develop and maintain strong relationships with clients and stakeholders to ensure operational alignment and customer satisfaction
• Foster and maintain relationships with key stakeholders, such as suppliers and customers, to support operational alignment and success.
• Ensure compliance with relevant laws, regulations, and industry standards in all operational activities.
• Analyze operational data and provide regular reports to the CARE Leadership team on performance metrics, trends, and opportunities.
• Identify and proactively mitigate operational risks to minimize impact on business operations and customer experience.
• Establish and oversee training programs to ensure that all employees are adequately equipped and skilled to perform their duties.

Tasks and activitie s
Customer Service:

• Establish and maintain relationships with key customers and stakeholders to ensure customer satisfaction and retention.
• Develop and implement customer service policies and procedures to meet customer needs and expectations.
• Monitor and analyze customer feedback and identify opportunities for improvement.

Performance Management:

• Develop and track performance metrics and KPIs to evaluate operational performance.
• Conduct regular performance evaluations and provide feedback to managers and employees.
• Develop and implement performance improvement plans to address areas of underperformance.

Reporting and Process Improvement:

• Develop and maintain operational reports to track progress towards organizational objectives.
• Analyze operational data and identify opportunities for process improvement and optimization.
• Develop and implement process improvement plans to enhance operational efficiency and effectiveness.

Team Management:

• Provide leadership and guidance to managers and employees in operational departments.
• Develop and oversee training programs to ensure that employees are adequately equipped and skilled to perform their duties.
• Foster a culture of teamwork and collaboration among operational teams.

Other:

• Develop and maintain relationships with suppliers and vendors to ensure timely and cost-effective delivery of goods and services.
• Manage budgets and financial resources to ensure that operational activities are cost-effective and aligned with organizational objectives.
• Proactively identify and mitigate operational risks to minimize impact on business operations and customer experience.

Qualifications and education requirements

• The ideal candidate should have 10 years of experience working in a contact center or similar operational environment, preferably in a management role. Experience in managing teams, monitoring performance metrics, and implementing process improvements is highly valued.
• Have a good understanding of the technology and software used in contact centers, including telephony systems, workforce management tools, and customer relationship management (CRM) systems.
• Fluency in (insert language) and English

Preferred skills and competencies

• to understand and meet customer needs and expectations while maintaining operational efficiency
• to analyze data and make informed decisions based on the information available.
• to think long-term and develop plans that align with the company's goals and objectives.
• to understand and use technology to improve processes and operations.
• to identify and solve problems in a timely and efficient manner.
• to manage financial resources effectively and create budgets that align with the company's goals.
• to teach and manage a team and lead it to success, by leading by example
• to communicate clearly and effectively with employees, customers, suppliers, and other stakeholders.
• to facilitate change in an ever-changing business environment.

Vista Behaviors
The Vista Behaviors provide a common language and shared understanding for how we expect all team members to carry themselves and are the behaviors we most value as an organization. They serve as a universal set of principles that outline how we should evaluate decisions and debate. They provide clarity on the culture we need in order to perform and be successful at every level of the organization.

• Obsess over our customers and creators
• Act like an owner
• Be bold
• Be data-driven
• Constructively debate as trusting colleagues
• Deliver amazing results together
• Find, grow, and support great people
• Relentlessly learn and improve

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