Operations Manager

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

The Operations Manager is responsible for driving operational excellence across the platform's service delivery, internal processes and cross-functional support functions. The Operations Manager will translate strategic objectives into efficient, scalable processes that support growth, margin improvement and customer satisfaction. This role serves as a complex link, balancing high-level strategy and financial oversight with the day-to-day management of agents and specialists.

What you'll do

• Exhibit strong stakeholder management and leadership skills, effectively engaging with agents, BPO partners, and C-level executives.
• Act as the primary project management liaison with the client's BPO partner, ensuring clear communication and representation while maintaining a grasp of operational details.
• Serve as the main connection point between the employer of record teams, local leadership, the BPO, and the Senior Manager in Portland, Oregon.
• Oversee a team projected to be 19 people initially, growing to 22 after the first six months (comprising Team Lead, WFM Analyst, Trainer, and Agents/Advisors).
• For the first 90 days, the priority is to learn the product, processes, and tools and gain legitimacy by handling customer support tickets.
• Foster a positive, performance-driven team culture, ensuring full alignment with company policies, KPIs, and service standards.
• Oversee daily team operations—monitor workloads, manage SLAs, and ensure consistent delivery across live chat and email.
• Use Zendesk or similar tools to track metrics, analyze trends, and drive operational improvements.
• Keep the team informed of product updates, policy changes, and strategic initiatives, ensuring clarity and engagement.
• Conduct bi-annual performance reviews, provide structured feedback, and align compensation decisions with results and contribution.
• Partner with Learning & Development to drive professional growth through regular 1:1s, coaching, and targeted upskilling.
• Lead the recruitment, hiring, and onboarding of new team members, including promoting high-performing agents into new specialist roles (Social Support, New Release, Product Support) after six months.
• Manage customer escalations with advanced communication and problem-solving skills to de-escalate complex cases.
• Step in to assist in active queues during peak operational periods when additional leadership support is required.

What You Bring

• Bachelor's degree in Business Administration, Operations Management, Engineering or related field (Master's preferred).
• Minimum 6-8 years of progressive experience in operations, preferably in a SaaS, technology or services business environment.
• Essential Experience: Proven track record in BPO vendor management, financial budgeting, and process design.
• Experience managing customer support teams, including experience in hiring and onboarding within global business services or BPO environments.
• Demonstrated expertise using Zendesk or equivalent support platforms to manage teams, monitor SLAs, and optimize workflows.
• Proven track record of managing end-to-end operations for recurring revenue models.
• Strong communication and change management skills, capable of aligning teams around new initiatives and evolving processes. This includes being a proactive communicator and being able to tell the story of the team to the rest of the company.
• Strong analytical capability: able to interpret data, derive insights and influence executive decisions.
• Solid financial acumen: budget management, cost-to-serve analysis, margin improvement.
• High level of personal accountability, integrity and results-orientation.
• Flexibility to work a dayshift schedule covering APAC hours (Australia, New Zealand, Japan, Korea)

Preferred Skills & Competencies:

• Experience working in international / distributed teams and handling operations across multiple geographies.
• Familiarity with SaaS metrics (ARR, MRR, churn, CAC, LTV) and customer-success operations.
• Knowledge of workflow and process tooling (e.g., ERP, CRM, BI dashboards, automation platforms).
• Experience in design- or service-led organisations where operational excellence supports brand promise.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

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.