**Description:** **Operations Manager- Care & BPO ASPAC** Location open to: Singapore and Bangkok, Thailand We're looking for an **Operations Manager, Care & BPO Support** who will lead our Care team and support Hyatt's Business Process Outsourcing (BPO) operations across ASPAC. This role will be responsible for developing and leading a team of Care colleagues, managing guest escalations, driving exceptional service recovery, and ensuring efficient operational processes across our BPO partners. Working closely with Hyatt leaders and BPO operational teams, this position will foster strong partnerships that drive performance, quality, and operational excellence. The ideal candidate will bring guest services leadership experience, exposure to BPO operations, and a passion for delivering outstanding guest experiences while supporting recruiting, onboarding, learning, and quality initiatives across both Hyatt and vendor teams. **What you'll do:** + Lead and develop Hyatt’s ASPAC Care team to deliver exceptional guest recovery experiences and operational excellence + Drive team performance, operational KPIs, and Care initiatives to improve guest satisfaction and business outcomes. + Manage complex guest and executive-level escalations, ensuring effective and timely resolution. + Partner with Global Care, Learning, and Quality teams to enhance colleague capability and service excellence + Oversee operational performance across assigned BPO partner sites, ensuring consistent delivery of Hyatt service standards. + Build strong partnerships with BPO leaders to drive performance, quality, and continuous improvement. + Use performance data, quality reviews, and coaching to improve customer experience and operational effectiveness. + Support talent development across Care and BPO teams through recruiting, onboarding, training, and ongoing coaching. + Identify operational risks and opportunities, providing insights that support business performance and strategic decision-making. + Lead the implementation of operational improvements, change initiatives, and new service programs. **Qualifications:** **Experience:** + 3 years of Guest Services leadership experience is required + 2 years of contact center experience is required + BPO or vendor management experience is preferred **Education:** + Bachelor’s Degree preferred **Computer Skills** + 6 months experience with Hyatt systems (Reserve, Tally, Service Now, Star, IEX, CXone) preferred + 2 years’ experience working with Microsoft applications including Word, Excel, Access and PowerPoint preferred **What You’ll Bring:** + Proven experience as an operations leader skilled in data-driven performance improvement. + Excellent communication and interpersonal abilities. + Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints. + Ability to manage time effectively, take initiative and be self sufficient in the handling of responsibilities + Must be open minded and able to adapt to a fast paced, changing environment and champion change + Must be a solution orientated individual with proven ability to creatively problem solve in a dynamic, high-pressured atmosphere + Must be able to drive action through thoughtful consideration while removing barriers and obstacles + Working across time zones is a requirement with frequent meetings in Americas and ASPAC time zones. + Domestic and International travel may be required. + Good English proficiency and Thai language speaker preferred. **Primary Location:** TH-Bangkok **Organization:** Global Care Center **Job Level:** Full-time **Job:** Global Care Center **Req ID:** BAN002522 Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.