Cb Operations Manager (Citation Building)

Job Purpose

The Department Manager provides strategic and tactical leadership for a dedicated operational niche (e.g., Citation Building / QA & Completion). Reporting directly to the Philippine Head of Operations, this role exists to translate high-level site strategies into flawless floor-level execution. You are responsible for directing and mentoring a team of Supervisors, ensuring your specific department consistently shatters its performance metrics, SLAs, and quality benchmarks. By optimizing internal workflows and fostering tight cross-departmental collaboration, you ensure your niche operates as a highly efficient, high-morale pillar of BrightLocal Philippines.

Scope of Duties and Responsibilities

The Employee is expected to perform the following primary duties and responsibilities, including but not limited to:

Core Responsibilities

As a Manager, your primary focus is to ensure the flawless execution and delivery of client campaigns.

• Leadership of Leaders: Direct, mentor, and evaluate Supervisors within your specific department, empowering them to effectively manage their front-line agents and hit their pod-level targets.

• KPI Management: Own absolute accountability for your department’s overarching metrics, including Service Level Agreements (SLAs), Quality Assurance scores, output volume, and error rates.

• Cross-Departmental Collaboration: Partner seamlessly with peer Department Managers to ensure smooth hand-offs across the campaign lifecycle (e.g., ensuring Submissions align perfectly with QA and Completion workflows).

• Process Innovation & Escalation: Act as the highest point of internal escalation for complex systemic issues within your niche, and champion continuous improvement initiatives to eliminate workflow bottlenecks.

• Executive Reporting: Provide the Philippine Head of Operations with clear, data-driven insights regarding your department's health, capacity needs, and strategic roadblocks.

Role-Specific Tasks

• Performance Reviews: Conduct structured Weekly and Monthly Business Reviews (WBR/MBR) with all direct-report Supervisors to analyze their specific metrics and document actionable performance improvement plans.

• Metric Enforcement: Guarantee that your department consistently meets its aggregate production quotas and strict turnaround times by holding Supervisors accountable to daily floor targets.

• Data Analysis & Capacity Planning: Utilize advanced reporting dashboards (e.g., PowerBI) to identify macro-trends in team utilization, plan for volume spikes, and intelligently reallocate headcount across your Supervisors.

• Quality & Error Reduction: Drive department-specific initiatives to maintain elite average quality scores and minimize recurring human errors through targeted root-cause analysis.

• Administrative Approvals: Review and approve escalated administrative requests within your niche, including final sign-off on Supervisors performance appraisals, complex shift changes, and department overtime budgets.

The Company may reasonably modify or assign related duties consistent with the role, business needs, and the Employee’s qualifications.

Performance Standards

The Employee’s performance shall be assessed based on, but not limited to, the following:

• Departmental Quality & Systemic Error Reduction: The successful reduction of error rates within your niche through the implementation of standardized protocols and root-cause analysis across all subordinate teams.

• SLA Adherence & Workflow Optimization: Consistently meeting or exceeding aggregate departmental SLAs by optimizing internal workflows and effectively balancing capacity during high-volume spikes.

• Operational Efficiency & Resource Management: The effective allocation of headcount, strict management of departmental overtime, and maximization of utilization rates to ensure highly cost-effective delivery.

• Cross-Departmental Synergy: The ability to work collaboratively with other Department Managers, ensuring that your team's output does not create bottlenecks or quality issues for downstream teams.

• Leadership Development: The measurable success, retention, and performance improvement of the Supervisors under your direct supervision.

• Departmental KPI Attainment: Consistently achieving overarching business targets specific to your niche (e.g., aggregate QA scores, completion guarantees, or support CSAT) and presenting those successes clearly to the Head of Operations.

Required Skills, Qualifications, and Experience

Competencies

• Developing Future Leaders: A profound commitment to mentorship; the proven ability to transition Team Leads from tactical task-managers into strategic, data-driven leaders.

• Executive Reporting & Accountability: Flawless ability to synthesize complex operational data into clear, actionable reports for the Philippine Head of Operations, taking absolute ownership of your department's successes and failures.

• Advanced Data-Driven Strategy: The capacity to analyze massive datasets within your niche, identify invisible systemic trends, and design large-scale workflow overhauls that permanently solve recurring issues.

• Cross-Functional Synergy: High emotional intelligence and professional maturity to collaborate with peer Department Managers, prioritizing the overall success of the BrightLocal pipeline over departmental silos.

• Operational Agility & Resilience: The composure required to steer your specific department through high-volume spikes, platform changes, or crisis management scenarios without losing operational stability.