Operations Manager

Operations Manager Employment Type : Full-Time Work Setup: Remote – Philippines Work Schedule: 7:00 PM – 4:00 AM Manila Time Reports To: Founder & CEO Total Compensation Package: ₱100,000 Package Basic Pay: ₱90,000 Meal Allowance: ₱3,000Utility Allowance: ₱4,000 Perfect Attendance Bonus: ₱2,000 Night Differential: Ten percent (10%), as applicable Benefits: Government-mandated benefits and HMO coverage after one (1) year of employment Job Overview We are looking for an experienced Operations Manager to lead and strengthen the company’s overall operational performance. This role will directly oversee Recruitment and Account Management while driving company-wide accountability, KPI performance, process improvement, leadership development, and AI-powered automation. The primary focus of this role is to improve quality of hire, client and VA retention, and account expansion while building scalable systems that support the company’s continued growth. Key Responsibilities Recruitment & Talent Quality Oversee Recruitment and Talent Acquisition operations. Ensure recruitment targets and SLAs are consistently met. Improve candidate quality and client-VA matching. Monitor recruitment performance and identify bottlenecks. Analyze failed placements, replacements, and early terminations. Strengthen collaboration between Recruitment and Account Management. Continuously improve recruitment processes and candidate experience. Account Management, Retention & Growth Oversee Account Management and Client Services. Monitor client satisfaction, retention, and VA engagement. Identify at-risk accounts and ensure concerns are addressed early. Strengthen client and VA relationships. Support Account Managers in resolving performance concerns. Identify opportunities for additional VA placements and account expansion. Analyze client and VA attrition and implement improvements. KPI & Performance Management Establish and monitor KPIs across key departments. Maintain operational dashboards and performance reporting. Conduct performance reviews for department heads and key team members. Identify performance gaps and create action plans. Hold leaders accountable for results, commitments, and deadlines. Turn performance data into clear operational actions. AI, Automation & Operational Efficiency Identify repetitive processes that can be automated or simplified. Research and implement practical AI-powered tools and automation. Help department leaders identify opportunities for AI adoption. Improve recruitment, reporting, documentation, communication, and workflows through AI. Measure whether automation initiatives are improving productivity and efficiency. Process & Systems Improvement Develop, document, and improve SOPs across departments. Identify operational bottlenecks and root causes. Standardize key workflows and establish clear ownership. Implement scalable operational systems. Ensure processes are consistently followed and improved. Reduce unnecessary complexity and manual work. Escalation Management Handle high-level client and operational escalations. Identify root causes and coordinate appropriate solutions. Protect client and VA relationships. Implement corrective actions and process improvements. Reduce recurring issues through stronger systems and accountability. Qualifications 3–7+ years of experience in Operations, Leadership, or a related role. Experience in virtual staffing, recruitment, staffing, outsourcing, or BPO is required . Experience managing managers, team leads, or multiple departments. Strong understanding of recruitment and staffing operations. Strong understanding of Account Management and client retention. Experience managing KPIs, dashboards, and performance reviews. Strong leadership and people-management skills. Experience developing and improving SOPs and operational processes. Strong problem-solving and root-cause analysis skills. Strong analytical and data-driven decision-making skills. Excellent written and verbal English communication skills. Practical experience using AI tools and AI-powered software . Ability to identify opportunities for automation and operational efficiency. Comfortable working in a fast-paced and growing organization. IMPORTANT: Can provide employment requirements such as NBI clearance, Certificate of Employment (COE), and government IDs or numbers for SSS, PhilHealth, Pag-IBIG, and TIN Pay: Up to Php100,000.00 per month Benefits Company Christmas gift Health insurance Work from home Work Location: In person