Success Operations Manager

Acquire BPO is an award-winning business process outsource provider, to some of the world’s largest brands operating contact centers and back-office services from offshore, nearshore, and onshore locations to clients globally and serviced from Australia, Dominican Republic, Philippines and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources. Our employee value proposition, Come for a career, stay for the fun, underscores our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

• HMO coverage for you
• Yearly Kick Off Parties with major giveaways (like the car in 2023)
• Get recognized through our ‘Value Awards’
• Grow your career - yes, we love to promote internally
• Do meaningful work and collaborate with the best
• 900 promotions given each year
• 2,700+ leadership training courses

A Glimpse into Your New Role

The Success Operations Manager will directly supervise, coach, develop and motivate the team.  The successful candidate must be a self-motivated individual with industry experience and technical capabilities. Has a general understanding of Riskonnect practices and services. Focuses on client satisfaction, retention and health.

Essential Duties

As the Success Operations Manager your essential duties will include:

• Using Objective and Key Result to align department strategy with organizational strategy.
• Providing active and visible leadership on the Sr. Customer Success team with a focus on employee engagement and retention.
• Overseeing a team with multiple job roles on it, from technical roles to relationship management roles, you will need to adapt your leadership style to the individuals you support.
• Working successfully in a matrix environment where your team has multiple dotted lines into global functions with resources located in Manilla.   You will need to partner closely with the other managers to set targets, run programs, assess their effectiveness and continuously improve.
• Supporting your team as they conduct job specific tasks such as:
  • Customer Success Managers:
    • Building customer relationships
    • Collecting customer feedback
    • Driving adoption of Riskonnect Solutions
  • Success Engineers
    • Assessing customer business processes
    • Proposing solutions to their needs
    • Configuring those solutions
    • Testing and deploying them
• Serving as a local escalation point where your team needs direct help with customers.
• Maintaining knowledge of Riskonnect products/services and industry trends.
• Being responsible for guiding individual employees and team through the entire employment life cycle, including:
  • Hiring/onboarding
  • Performance management, coaching, and alignment
  • Short-term and long-term employee development
  • Reward and recognition
  • Engaging and retaining employees
  • Exiting/offboarding employees
• Managing attrition by ensuring strong employee engagement via constant guidance and development of every team member.
• Advocating for your team by promoting their accomplishments and helping Customer Success leadership to understand their needs.

What You’ll Bring

• Bachelor’s degree in Psychology, Human Resource, or any related course.
• 3+ years of work experience as a supervisor in human resource and/or operations, preferably with exposure in Tech Sector.
• Demonstrated client-service orientation, with a clear, approachable, and friendly communication style and customer service attitude.
• Strong written ability and experience working with managers across aspects of employee relations, including performance management.
• Effective interpersonal, teamwork and organizational skills
• Tech curious and interested in evolving trends and technologies in the IT industry.
• Bachelor’s degree strongly preferred.

With a diverse global team working together, we proudly embrace and live by these shared values:

• Collaboration: Brilliant jerks can be brilliant elsewhere.
• Impact: Do, get it done, create impact.
• Passion: Be positive, bring passion and energy.
• Transparency: A transparent team can help each other.

What are you waiting for?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!