Global Service Manager- APAC

Overview

Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale. Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey.

We are looking for a driven and hands-on Global Service Manager- APAC to lead the setup, transition, and ongoing management of Indie Campers\' Global Business Services (GBS) Center in Manila, Philippines . In the initial phase, the role will focus on designing and implementing the GBS setup plan, including facilities readiness, hiring, process migration, and stakeholder alignment. Once the center is operational, the specialist will be responsible for overseeing day-to-day service delivery, ensuring performance excellence, and scaling operations in line with business growth. This role requires a strategic thinker with strong operational acumen, exceptional execution skills, and the ability to build high-performing teams in a fast-paced environment. This role reports to the Director of Operations Strategy and collaborates closely with senior stakeholders across Operations, Finance, People, and Product.

Phase 1 - GBS Setup & Transition Management

• Lead the planning and execution of the Manila GBS center launch, including project governance, timeline, and stakeholder engagement.
• Collaborate with internal teams and external vendors to secure office space, technology infrastructure, and hiring pipelines.
• Define the migration roadmap for business processes, identifying quick wins and phased transitions.
• Support process documentation, SOP development, and training design to enable a successful handover.
• Act as the primary point of contact for internal workstream owners and local implementation partners.

Phase 2 - Ongoing Operations Leadership

• Manage day-to-day service delivery across core GBS functions (e.g., workforce planning and management, reporting, process auditing, etc.).
• Ensure compliance with service standards, KPIs, and SLAs, while driving continuous improvement in quality, efficiency, and cost.
• Establish robust operating rhythms, including reporting, performance reviews, and issue escalation mechanisms.
• Build and lead a scalable team, including hiring, onboarding, and coaching of team leads and specialists.

Cross-Functional Collaboration & Strategy

• Act as the GBS liaison with central departments.
• Partner with the Product and Tech teams to prioritize digital enablement, automation, and reporting tools to support GBS scale-up.
• Track and report on transition progress, operational performance, and risk mitigation.

We are seeking a self-starter with a proven track record in operational setup, process management, and team leadership within a shared services or business operations environment.

• 5 to 8 years of experience in operations, service delivery, project management, or shared services.
• Prior experience leading GBS/BPO/SSC setup and ramp-up is a strong advantage.
• Demonstrated ability to manage cross-functional projects and large-scale process transitions.
• Experience with performance monitoring tools and service delivery metrics (e.g., SLA, productivity, quality).
• Strong leadership and team development skills.
• Practical, solution-oriented mindset and a high sense of ownership.
• Excellent communication and stakeholder management capabilities.
• Fluency in English (mandatory); additional languages are a plus.
• Familiarity with process digitization and automation is a plus.

Are you ready to Go Indie?