Senior Member Experience Operations Manager

Manila City, Metro Manila
Permanent
Full-time

9 days ago

About ThunesThunes is the Smart Superhighway for money movement around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies.Thunes' Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more.Members of Thunes' Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes' Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally.Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit:Context of the roleWe are now hiring an Senior Member Experience Operations Manager to take charge of our Manila-based frontline operations. This is a mission-critical leadership role to fine-tune, scale, and future-proof our operational teams while keeping our current headcount steady-and delivering even better outcomes through smart use of automation, AI, and process excellence.As the Ops Lead - Manila, you will be responsible for two core 24/7 teams:

L1 Support Team (25 agents including Team Leads): The first line of support for customer enquiries, platform incidents, and service requests.
Network Operations Centre (NOC) (1 Team Lead + 6 agents): Responsible for real-time monitoring of our global payments infrastructure, responding to alerts, and ensuring timely coordination between customers and internal teams during incidents.
This is not a maintenance role. You will drive the evolution of our operations-implementing automation where it matters, collaborating with Product to close service gaps, and leading with data to ensure we're scaling sustainably, intelligently, and in step with Thunes' growth.

Key Responsibilities

Leadership & People Development
Lead, coach, and inspire both L1 and NOC teams across shifts, ensuring high engagement, accountability, and operational excellence.
Build strong relationships with Team Leads and frontline agents, understanding the challenges they face and removing blockers.
Maintain quality of service while increasing productivity, without expanding headcount.
Operational Excellence
Own and evolve 24/7 operational workflows to ensure fast, accurate responses to incidents, alerts, and customer queries
Establish clear performance metrics and ensure team-wide accountability using dashboards, reporting, and real-time tracking.
Oversee shift coverage, escalation protocols, and the coordination of major incidents between global stakeholders.
Transformation & Innovation
Champion automation and AI-powered solutions to streamline workflows, reduce manual tasks, and boost team efficiency.
Identify repetitive pain points and implement tools or changes that reduce resolution time and error rates.
Work hand-in-hand with Product and Engineering to provide frontline feedback that feeds into the product roadmap.
Data-Driven Decision Making
Use metrics, KPIs, and trend analysis to drive operational improvements.
Surface insights from ticket volumes, incident types, SLA adherence, and root cause data to guide your decisions and influence others.

Tools and Tech

Hands-on experience with key operational tools is highly valued:
Zendesk (ticketing and customer support workflows)
Jira & Confluence (incident tracking and documentation)
Slack (real-time team communication)
Familiarity with dashboards, alerting systems, and automation tools is a strong plus.
A technical mindset and comfort working closely with Product and Engineering teams will help you thrive in this role.

Professional Skills/Qualifications

12-15 years of experience in operations, technical support, or service delivery in high-growth, tech-driven environments.
Proven leadership of 24/7 customer support or network monitoring teams.
Strong understanding of automation, monitoring, and incident response workflows.
Ability to influence cross-functional teams (especially Product and Engineering) using data and frontline insights.
Experience in scaling teams and processes, ideally without expanding headcount.
Passionate about people, process, and platforms-and how to get them to work together better.

Thunes

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