Remote Service Delivery Manager

About the role

Together Light Inc. provides immigration consultation and assistance to clients relocating to the Philippines and the United States, with a remote sales and marketing team and a team of about 40 full-time employees in the Philippines. It is looking for a full-time remote independent contractor to lead a BPO team of experienced consultants and deliver high-quality service to US and Filipino clients.

Key responsibilities

• Manage client relationships by communicating clearly, turning client requirements into actionable plans and resolving issues proactively.
• Lead the end-to-end service delivery process so that all tasks and projects meet established standards.
• Collaborate with cross-functional teams and monitor key performance metrics to maintain quality outcomes.
• Inspire, mentor and manage a team of service delivery professionals, run regular training sessions and foster accountability and continuous improvement.
• Analyze processes to optimize them, keep detailed workflow documentation and use data to track performance.

Required profile

• 3+ years in service delivery management or service quality control, with a track record of managing teams.
• Bachelor's degree in Business Administration, Operations Management or a related field (preferred); Master's appreciated but not required.
• Strong leadership, communication and problem-solving skills, and comfort working remotely or in a hybrid setting.
• Able to adapt to changing priorities and manage multiple tasks.

Required skills

• Comfortable using service management tools and online tools such as G-Suite.
• Familiarity with service management frameworks such as ITIL or Six Sigma is a plus.

What we offer

• Hourly pay of $15-25 (India) and $30-40 (US), depending on experience.
• A collaborative and inclusive work environment.
• Professional development opportunities and competitive salary with performance-based incentives.

Candidates must pass a typing test (at least 40 WPM) before applying through the company's application form.