Operations Manager

DillyDilly is a Philippines\-based call center owned locally, supporting U.S.\-based businesses in the home service industry (e.g., Plumbing, HVAC, Electrical, etc.). We currently serve 10\+ clients across the United States, helping them capture leads, book appointments, and deliver an excellent customer experience.

Role Summary

We’re hiring a high\-trust, high\-ownership Client Success Manager who will act as a primary bridge between our U.S. clients and our offshore team. This role is heavily focused on maintaining client relationships, ensuring quality performance through QA, coaching, and agent accountability, and also providing personal assistant support to owner (errands and daily logistics).

This is a hands\-on role for someone who is organized, confident communicating with U.S. clients, and comfortable leading/coaching offshore agents to meet performance standards.

Key Responsibilities Client Relationship Management (Primary Focus)

• Serve as a main point of contact for assigned U.S. clients (calls, email, messaging)
• Run client check\-ins, gather feedback, and ensure follow\-through on action items
• Track client KPIs (lead handling, booking rates, response quality) and report updates
• Manage client expectations and proactively resolve issues to improve retention
• Coordinate onboarding of new clients (requirements, scripting, call flows, schedules)

Quality Assurance (QA) \& Coaching Offshore Agents

• Monitor call quality and agent performance using scorecards/checklists
• Review recorded calls/chats and provide clear, actionable coaching feedback
• Identify trends and gaps (script adherence, empathy, objection handling, accuracy)
• Lead coaching sessions (1:1s and group huddles) to drive performance improvement
• Create/maintain SOPs, call scripts, QA rubrics, and training materials
• Partner with leadership to enforce standards and drive accountability

Operations \& Team Coordination

• Ensure schedules, coverage, and workflow handoffs are working smoothly
• Coordinate internal tasks across teams to meet client deliverables
• Support process improvements to increase efficiency and consistency
• Maintain organized documentation for each client (scripts, FAQs, updates, notes)

Executive/Personal Assistant Support (Errands \+ Logistics)

• Handle personal and admin tasks for ownership as needed (e.g.,
car washes, lunch pickup, drop\-offs, basic shopping/returns, appointment coordination)
• Assist with calendar organization, reminders, and day\-to\-day logistics

Requirements

• 2\+ years in a client\-facing role (Client Success, Account Management, Operations, Customer Support, etc.)
• Strong written and verbal communication skills (comfortable with U.S. clients)
• Experience with QA/coaching or team leadership (call center experience is a plus)
• Highly organized, proactive, and able to manage multiple priorities daily
• High discretion and trustworthiness (role includes personal support tasks)
• Comfortable working with metrics/KPIs and performance accountability

* Valid driver’s license \+ reliable transportation (required for errands)

Preferred Qualifications (Nice to Have)

• Experience supporting U.S. home service businesses or lead intake/booking
• Familiarity with call center tools (dialers, CRMs, call recording platforms)
• Experience building SOPs, scorecards, scripts, and training documentation

Schedule \& Work Details

* Type: Full\-time

* Location: Clifton Park, NY

* Hours: 8AM\-4PM

* Start Date: Within 4 Weeks

Job Type: Full\-time

Pay: From $50,000\.00 per year

Benefits:

• Paid time off

Work Location: Hybrid remote in Clifton Park, NY 12065