Manager, Executive Assistant Operations

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 a Dubai-based remote delegation service supporting top MENA founders and VCs by helping them reclaim their time. They specialize in matching busy leaders with tech-savvy, Arabic-speaking, Middle East-based executive assistants—offering highly personalized support that enables clients to focus on high-value, strategic work.

In addition to their delegation services, our Client is building a mission-driven digital brand designed to empower people to live with intention and inner freedom. Through science-backed systems, soulful coaching, and holistic support, they help individuals reconnect with themselves and create space for purpose-driven living.

As their client base and global presence grow, they're looking for a sharp and strategic Operations Manager to strengthen internal operations and drive seamless execution across teams.

About the Role

As a Manager, Executive Assistant Operations, you will be the operational anchor of a high-performing, client-facing team. This is a hands-on leadership role, combining strategic vision with day-to-day execution to ensure seamless client delivery and exceptional service standards.

Reporting directly to the CEO, you will shape operational strategy, implement scalable processes, and lead the team to consistently exceed expectations. This is a high-visibility position with a clear path to Head of Operations, ideal for a results-driven operator ready to influence the company's next stage of growth.

What you'll do

• Delivery Oversight & Client Success
• Own the end-to-end client lifecycle, from onboarding to ongoing relationship management, ensuring consistently exceptional service.
• Monitor Executive Partner (EP) performance and operational KPIs, proactively identifying gaps and implementing corrective action.
• Gather and analyze client feedback to anticipate needs, course-correct in real time, and drive continuous improvement.
• Serve as the voice of the client internally, ensuring alignment between expectations and delivery outcomes.
• Team Leadership, Training & Coaching
• Lead, mentor, and inspire a remote team of Executive Partners, driving both performance and engagement.
• Design and execute onboarding programs that equip new hires to deliver top-tier client support from day one.
• Shadow and audit EP workflows, providing actionable coaching, feedback, and accountability to raise the bar across the team.

• Actively develop underperformers through targeted coaching and skill transfer, embedding a culture of growth and high performance.

• Model "gold standard" right-hand support, establishing the tone for team excellence and client-focused service.

• Operational Systems & Process Optimization

• Build, refine, and manage internal SOPs, playbooks, and workflows that scale operations efficiently.

• Partner cross-functionally with Training, Partnerships, and the CEO to streamline processes and strengthen operational alignment.
• Maintain dashboards, reporting tools, and automation (Notion, Slack, Google Workspace, Zapier) to drive visibility, accountability, and data-informed decisions.
• Identify operational bottlenecks and implement solutions to increase speed, quality, and client satisfaction.
• Escalation Management & Strategic Problem Solving
• Act as the primary escalation point for client or operational issues, resolving challenges swiftly and professionally.
• Anticipate risks, manage expectations proactively, and safeguard client trust and operational integrity.
• Embed a culture of prevention over reaction, elevating the team's maturity and resilience under pressure.

What You Bring

• Has 4+ years of experience in EA, Operations Manager, or Chief of Staff-type roles.
• Brings 1-2 years of experience mentoring or managing professionals in a team leadership capacity.
• Proven experience in executive-level client-facing communication.
• Hands-on, "scrappy" mentality: thrives in fast-paced environments, actively engaged in day-to-day EP workflows, and able to make quick decisions.
• Deep EA industry expertise, with experience providing true right-hand support to C-level executives or founders.
• Strong training and development background, experienced in skill transfer and ramping up high-performing teams.
• Tech-fluent, comfortable with Google Workspace, Notion, Slack, Zapier, Hubspot, Outlook, and other operational tools.
• Self-managed, outcome-driven, and adaptable to shifting priorities and urgent needs (MENA hours alignment required).
• Async-first, remote-work proficient, with strong documentation discipline and cross-timezone fluency.
• High standards, assertive, and able to model gold-standard operational and client delivery behaviors.

• Nice-to-Haves

• EA Coaching: Experience in EA coaching will be valuable as you'll mentor and support a growing Executive Partner (EP) team.

• Onboarding & Training: Skills in onboarding and training contribute to faster EP ramp-up and delivery.
• Process Improvement: Ability to drive process improvement supports scale and system building.
• Conflict Resolution: Experience in conflict resolution helps manage client escalations diplomatically.
• Agency/BPO Background: Familiarity with high-accountability delivery models from an agency or BPO background is beneficial.
• Bonus: You've worked as a tech-savvy EA and know what great service feels like

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.