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Globe Telecom · 3 months ago

Manager, Operations

NCR - WCC

Full-time

Onsite

Mid Level

G-Xchange Inc. is a leading company in the FinTech industry in the Philippines, seeking to innovate and improve financial solutions for Filipinos. The Manager, Operations will be responsible for conducting research, defining product roadmaps, collaborating with teams, and managing the rollout of new agent tools.

InternetMobileTelecommunications

Comp. & Benefits

Responsibilities

Conduct In-Depth Agent Research: Routinely interview and observe human agents, and analyze operational data (e.g., handle time, transfers, quality scores) to identify key pain points and unmet needs in their tools and workflows

Define and Maintain the Agent Tooling Roadmap: Create a clear, prioritized product roadmap for agent-facing platforms (e.g., CRM, knowledge base, internal comms) that aligns with customer experience and operational efficiency goals

Prioritize the Product Backlog and Write Requirements: Translate agent needs and business objectives into detailed user stories, acceptance criteria, and technical requirements for the engineering and design teams

Collaborate with Cross-Functional Teams: Serve as the central hub of communication between Engineering, UX Design, Operations, and Leadership to ensure alignment, resolve dependencies, and guide product development from concept to launch

Measure and Analyze Product Performance: Define Key Performance Indicators (KPIs) related to agent productivity and experience (e.g., time to resolution, feature adoption) and use analytics to iterate on and optimize released features

Manage Feature Rollout and Change Management: Plan and execute the successful launch of new agent tools, including coordination of training, documentation, and communication to drive adoption and ensure a smooth transition for the human agents