Operations Manager - Contact Center, Australia Support at Eucalyptus

Eucalyptus

Manila, Manila, Philippines·4h ago

ManagerFull-time

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for an Operations Manager to own and elevate the day-to-day performance of our Patient Support function in the Philippines. This role is critical in ensuring operational excellence across quality, reliability, patient satisfaction, and cost, while enabling teams to scale with clarity and accountability.

Key Responsibilities

→Own end-to-end service delivery across patient-facing channels (phone, chat, email), ensuring SLAs, quality standards, and patient satisfaction targets are consistently met.
→Proactively identify performance risks, operational bottlenecks, and quality gaps, surfacing issues early with clear recommendations and executing solutions seamlessly.
→Build and maintain clear operating rhythms (reporting, escalations, governance forums) that drive visibility and accountability.
→Drive structured continuous improvement efforts across workflows, quality frameworks, and cost-to-serve.
→Manage capacity planning, resource allocation, and cost control to ensure efficiency and scalability.
→Lead, coach, and empower team leads and supervisors, developing strong, accountable frontline leaders.
→Act as the operational liaison between AU Patient Support and cross-functional teams.

Requirements

✓6–10+ years of experience in service delivery, operations, or customer/patient support leadership (healthcare or health-tech preferred).
✓Proven experience managing and scaling support or operations teams in a fast-paced environment.
✓Strong analytical capability, comfortable working with metrics, dashboards, and operational data to inform decisions.
✓Experience owning SLAs/KPIs, forecasting, workforce planning, and cost management.
✓Demonstrated success leading change initiatives and driving operational transformation.
✓Experience operating in or supporting AU, UK, or similar regulated, high-bar service markets.