Customer Operations Manager

TP Indonesia HIRING: Operation Manager / Senior Operation Manager (International Project)

- Location: RTDX Square, South Jakarta (On-site)

- Industry: Contact Center / BPO

- Market Scope: International Account

- Candidate Scope: Open to local (Indonesia) and international / expat applicants

We are actively seeking an experienced, high-caliber Operation Manager / Senior Operation Manager to lead and scale operations for one of our premier international accounts based in South Jakarta.

Key Responsibilities:

- Operational Leadership: Manage daily end-to-end operations for a large-scale contact center account, ensuring alignment with client expectations and company goals.

- Client & Senior Stakeholder Interface: Serve as the primary operational point of contact for international clients, executive management, and cross-functional teams.

- Performance & KPI Governance: Drive performance metrics (SLA, CSAT, FCR, Quality, and Financial Efficiency) while implementing continuous process improvements.

- Team Development: Build, mentor, and coach leaders and operational teams to foster high engagement, retention, and leadership pipelines.

Strategic & Financial Management: Execute strategic initiatives while managing budget allocation, headcount planning, and resource optimization.

Requirements:

- BPO Experience: 5–7 years of total experience in the BPO / Contact Center industry.

- Leadership Track Record: At least 3–5 years of proven experience managing operations in a senior or manager-level leadership role within a large contact center setup.

- Language Proficiency: High fluency in English (both written and spoken) at a professional/native level.

- Stakeholder Management: Demonstrated experience working closely with senior leadership and international clients.

- Core Competencies: Strong strategic planning, process improvement, analytical capabilities, and business acumen (reporting, budget, and forecasting).

- Availability: Immediately available or short notice period preferred.

- Experienced in handling international project in BPO.