{"id":488336,"url":"https://alion.io/job/mri-software-managed-services-manager","title":"Managed Services Manager","company":{"id":3740,"name":"MRI Software","domain":"mrisoftware.com","url":"https://alion.io/company/mrisoftware","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":12,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Leadership","role_family":"Leadership","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":41000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":302},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-11T00:00:00Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-20T10:26:19Z","board_verified":true,"closed_at":null,"days_open":70,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":70},"description":"The Services Manager is responsible for overseeing day-to-day BPO operations, ensuring service delivery excellence, team performance, and client satisfaction. This role leads multiple teams and supervisors, drives operational efficiency, and ensures KPIs, SLAs, and quality standards are consistently met.\nKey Responsibilities\nManage and lead a team of Team Leaders and frontline agents across assigned accounts or programs\nEnsure achievement of operational KPIs including productivity, quality, attendance, AHT, CSAT, and SLA compliance\nDevelop, implement, and optimize operational processes to improve efficiency and performance\nPartner with Quality, Training, Workforce Management, and HR to address performance gaps\nConduct regular performance reviews, coaching sessions, and talent development plans for direct reports\nHandle client communications, operational reviews, and performance reporting as required\nMonitor real-time operations and take corrective actions to address service level risks\nDrive employee engagement, retention, and a positive team culture\nEnsure compliance with company policies, data privacy, and security standards\nSupport business continuity planning and manage escalations effectively\nQualifications & Experience\nBachelor’s degree in Business Administration, Management, or a related field (preferred)\nMinimum of 5-7 years BPO experience, with at least 2-3 years in an Operations Manager or similar leadership role\nProven experience managing large teams (10+ FTEs) across voice, non-voice, or blended accounts\nStrong understanding of BPO metrics, workforce management, and performance analytics\nExperience working with international clients (US, AU, UK, or similar markets)\nExcellent leadership, communication, and stakeholder management skills\nSkills & Competencies\nPeople management and coaching\nData-driven decision making\nClient relationship management\nProcess improvement and problem-solving\nStrong written and verbal English communication\nProficiency in MS Office, Google Workspace, and BPO reporting tools\nWork Schedule\nWilling to work shifting schedules, night shifts, weekends, and holidays as required by the account\nBenefits\nCareer growth opportunities in a diverse and supportive work environment.\nCompetitive Salary Package\nPrime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)\nHybrid Working Arrangement (2 days WFH)\nHMO coverage with free dependent upon hire.\nFree 24/7 access to our office gyms (Ortigas and Makati)\nTotal of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)\nPlus, additional benefits\nAbout Us\nFrom the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!\nOur people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.\nWe believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.\nAt MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.\nAmazing growth requires amazing employees. Are you up to the challenge?\nWe know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!\nMRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.\nWe believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!","description_format":"text","description_chars":4515,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Annual leave","Equity","Growth opportunities","Hybrid work"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property Management","PropTech"],"lifecycle":[{"event":"open","at":"2026-09-06T21:02:49Z"}],"visa":[],"liveness":{"score":11,"band":"cold","label":"Long shot","p_open":1,"p_active":0.388,"p_room":0.28,"age_days":70,"expected_fill_days":29,"reasons":["conf:9","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/mri-software-managed-services-manager","json_url":"https://alion.io/job/mri-software-managed-services-manager.json","meta":{"generated_at":"2026-10-20T12:39:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13967,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3740},"rest":"https://alion.io/mcp/rest/get_company?id=3740"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmri-software-managed-services-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmri-software-managed-services-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmri-software-managed-services-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mri-software-managed-services-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmri-software-managed-services-manager"}]}