Broker Experience Architect — Scale Support & Ops

Lhoopa, Inc.; Mandaluyong; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Lhoopa, Inc. is building a scalable broker support function in Metro Manila. You will design workflows, build SOPs, and lead a growing team of Broker Experience Agents to deliver a consistent support experience for our broker network.

Partner with Sales, Product and Operations to translate feedback into process improvements and better tools. You will shape how broker support evolves as the network expands, with a focus on self-service, knowledge mgmt, and performance reporting.

Qualifications

• 5-8 years of experience in partner/merchant/driver operations.
• Experience working with scale-up platforms is preferred.
• Built support ops from scratch, not just optimization of existing ones.
• Understands differences between independent partners and consumers.
• Comfortable with metrics, ambiguity, and moving fast.

Responsibilities

• Design and improve the broker support journey across channels and the broker app.
• Build and maintain workflows, SOPs, policies, escalation matrices, and service standards.

Skills

Partner operations

Merchant operations

Driver operations

Scale-up platforms

Ops from scratch

Job description

Lhoopa, Inc. is building a scalable broker support function in Metro Manila. You will design workflows, build SOPs, and lead a growing team of Broker Experience Agents to deliver a consistent support experience for our broker network.

Partner with Sales, Product and Operations to translate feedback into process improvements and better tools. You will shape how broker support evolves as the network expands, with a focus on self-service, knowledge mgmt, and performance reporting.