Director of Marketplace Operations and Business Intelligence

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is the world's #1 massage-on-demand marketplace, connecting consumers and businesses with licensed wellness professionals who deliver massage, skincare, beauty, and spa services directly to homes, hotels, offices, and events. The client is a true two-sided marketplace, similar to Grab/Uber but focused on wellness. We balance provider supply, customer demand, routing efficiency, and operational execution across dozens of markets.

About the Role

We need a hands-on operator who will take full ownership of marketplace operations, supply health, dispatch, BPO performance, customer/provider reactivation, disputes, incentive systems, and operational product improvements. This person will run the operational side of the business end-to-end, so the CEO can stay focused on Product, Strategy, Payments, and new growth initiatives. This is a Director level role, but it is highly individual-contributor. The right person must be willing to personally handle analysis, calls, spreadsheets, campaigns, and operational problem-solving.

What You'll Do

Marketplace Supply Ops

• Reactivate 500–1,000 dormant providers

• Recruit 200–500 new providers in underserved markets

• Create and execute market-specific supply plans

• Personally run outreach, follow-ups, and targeted campaigns

BPO & Dispatch Management

• Lead and improve the 15-person Davao BPO dispatch/support team

• Improve scripts, QA, routing accuracy, and agent KPIs

• Ensure coverage and market-aware dispatch (especially in low-supply markets)

• Daily standups with PH dispatch leadership

• Relocation to Davao preferred

Customer Reactivation & Comms

• Build and execute SMS/email win back campaigns

• Incentive testing and segmentation

• Manage customer recovery flows

• Reduce churn and strengthen retention

Disputes & Chargebacks

• Reduce dispute rate

• Improve dispute evidence

• Fix root operational causes

• Coordinate with Stripe on risk signals

B2B / Corporate Ops

• Support account managers (booking flows, SLAs, client coordination)

• Build KPI dashboards and reporting for corporate operations

• Calculate and validate monthly AM bonuses

BI, Dashboards & KPI Tracking

• Maintain all operational spreadsheets (Excel & Sheets)

• Build dashboards (Looker, Tableau, PowerBI, Mode)

• Forecast supply/demand gaps

• Build weekly Market Health Scorecards

• Provide weekly insights to the CEO

Incentives & Bonus Systems

• Design incentive structures for AMs, providers, and BPO

• Calculate monthly bonuses for AMs & ops

• Ensure incentive alignment with company goals

Product Ops

• Identify operational product improvements

• Write specs for dispatch dashboard enhancements

• QA internal tools and booking flows

•Work closely with engineering + CEO on functional improvements

What You Bring

Must-Have Skills

• Advanced Excel & Google Sheets (expert level)

• BI Tools: Looker, Tableau, PowerBI, Mode

• Marketplace operations experience (Grab, Gojek, Foodpanda, Rappi, Uber, etc.)

• BPO leadership (PH call center experience required)

• Strong analytical and modeling skills

• High English proficiency

• Comfortable doing IC work (hands-on)

• Strong product intuition (dispatch, booking flows, routing logic)

• High urgency and ownership

• Willingness to relocate or travel frequently to Davao

Nice to Have

• SQL

• Experience with wellness, beauty, gig economy, or service marketplaces

• Experience with AI tools (ChatGPT, Claude)

• Compensation/incentive design experience

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

·   Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

·   Employee as our biggest asset: We are genuinely invested in our people's career and welfare.

·   Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

·   Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.