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.

What you'll do

• Develop, implement and monitor standard operating procedures (SOPs) across core operations (on-boarding, customer success hand-off, billing / subscriptions, service delivery) to improve efficiency and reduce operational risk.
• Lead day-to-day operations oversight: ensure that service levels and internal SLAs are met, workflows are optimised, and escalations promptly resolved.
• Collaborate with Product, Technology, Sales, Client Success and HR teams to align operations with business initiatives (e.g., new product launch, scaling into enterprise segment).
• Monitor operational metrics (e.g., usage, churn, renewal rates, time-to-value, cost-to-serve) and provide actionable insights to executive leadership.
• Identify bottlenecks, process gaps and inefficiencies; design and lead improvement initiatives (lean, automation, workflow reengineering) to drive cost savings and enhance customer experience.
• Manage resource planning and capacity modelling to support growth projections, including staffing, vendor/outsourced services and tools.
• Ensure compliance with relevant policies, regulatory obligations, data-security standards and contractual deliverables.
• Prepare regular operational reports for leadership: performance dashboards, risk assessments, financial implications of operations (cost vs. scalability).
• Coach and develop a small team of operations professionals, set clear targets, monitor performance, build a culture of continuous improvement and operational discipline.

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.
• Proven track record of managing end-to-end operations for recurring revenue models.
• Strong analytical capability: able to interpret data, derive insights and influence executive decisions.
• Demonstrated experience in driving process improvements, automation, and operational scaling.
• Excellent cross-functional leadership skills, able to collaborate effectively with senior stakeholders and diverse teams.
• Solid financial acumen: budget management, cost-to-serve analysis, margin improvement.
• Excellent communication and interpersonal skills; comfortable in a fast-paced growth environment.
• High level of personal accountability, integrity and results-orientation.

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.