Broker Experience & Partner Operations Lead

Lhoopa Inc.; Mandaluyong; On-site; PHP 700,000 - 1,300,000; Full time

Job summary

Lhoopa Inc. is seeking a Partner Operations & Broker Experience Manager to lead a small Broker Experience team in Mandaluyong, onsite. You will optimize how brokers are supported, scale processes, and partner with Product and Tech to improve the broker journey.

The role emphasizes process improvement, self-service, and automation to reduce repetitive issues while maintaining strong partner relations and service quality.

Qualifications

• Proven experience building or improving operations around customers or partners.
• Track record creating scalable processes, SOPs, and escalation paths.
• Experience launching knowledge bases, self-service tools, or automation.
• Familiarity with support tools (Zendesk, Freshdesk, Intercom or similar).
• Use of feedback and data to drive improvements in broker or partner experiences.

Responsibilities

• Lead aBroker Experience team and shape broker support as the network grows.
• Improve workflows across phone, email, chat, and our Broker App.
• Create clear SOPs, policies, escalation paths, and FAQs.
• Identify recurring broker issues and drive solutions via process, automation, or tech.
• Collaborate with Product and Tech to improve the broker journey.
• Ensure the team handles higher volume without constant headcount increases.
• Mentor the team to resolve more complex broker concerns.

Skills

Process improvement

Team leadership

Knowledge base

Automation

Customer operations

Tools

Zendesk

Freshdesk

Intercom

Salesforce Service Cloud

Job description

Lhoopa Inc. is seeking a Partner Operations & Broker Experience Manager to lead a small Broker Experience team in Mandaluyong, onsite. You will optimize how brokers are supported, scale processes, and partner with Product and Tech to improve the broker journey.

The role emphasizes process improvement, self-service, and automation to reduce repetitive issues while maintaining strong partner relations and service quality.