Chief Operating Officer (COO)

Private Advertiser; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Private Advertiser is seeking an experienced Chief Operating Officer (COO) to lead overall business operations in the Philippines. The role focuses on end-to-end operational management across user growth, platform operations, business operations, risk, and customer experience, aiming to drive sustainable growth through data-driven decision making.

The COO will report to the executive leadership team, scale the organization, optimize efficiency, and drive long-term performance.

Qualifications

• Bachelor's degree or above.
• 10+ years of operational leadership in large-scale online businesses.
• Proven track record leading multiple operational teams.
• Strong expertise in user growth, CRM, lifecycle management, monetization, and customer service.
• Analytical and commercial acumen with data-driven decision making.
• Excellent leadership and cross-functional collaboration.
• Experience with international or cross-border teams is preferred.
• Excellent English communication and multicultural leadership.

Responsibilities

• Lead overall operational strategy, execution, and day-to-day management.
• Own key KPIs, performance, and commercial outcomes.
• Oversee User Growth, Platform Operations, Business Operations, and Customer Service.
• Establish cross-functional collaboration across Product, Technology, Marketing, Finance, Risk, and Service teams.
• Develop annual/quarterly operational plans aligned with strategic objectives.
• Build a data-driven operational management framework and monitor performance.
• Optimize resources and budget allocation for efficiency.
• Drive customer experience and service excellence initiatives.
• Provide regular updates and strategic recommendations to leadership.

Skills

Operational leadership

User growth

CRM & lifecycle

Platform operations

Monetization

Customer service

Data analysis

Strategic thinking

Cross-functional collaboration

English communication

Education

Bachelor's degree or above

Tools

CRM systems

Data dashboards

Analytics tools

Job description

Position Overview

We are seeking an experienced and strategic Chief Operating Officer (COO) to lead the company's overall business operations and drive sustainable growth. The COO will oversee end-to-end operational management across user growth, platform operations, business operations, risk management, and customer experience, ensuring the company achieves its business objectives through data-driven decision-making and operational excellence.

Reporting directly to the executive leadership team, the COO will play a critical role in scaling the organization, optimizing operational efficiency, and driving long-term business performance.

Key Responsibilities

1. Overall Business Operations

• Lead the company's overall operational strategy, execution, and day-to-day business management.

• Take full ownership of key business KPIs, operational performance, and commercial outcomes.

• Oversee core operational functions including User Growth, Platform Operations, Business Operations, and Customer Service.

• Establish efficient cross-functional collaboration across Product, Technology, Marketing, Finance, Risk Control, and Customer Service teams.

• Develop annual and quarterly operational plans aligned with the company's strategic objectives and ensure successful execution.

• Build a data-driven operational management framework to continuously monitor business performance, identify opportunities, and drive operational improvements.

• Optimize organizational resources and budget allocation to maximize operational efficiency.

2. User Growth & Lifecycle Management

• Own the entire user lifecycle, including acquisition, activation, retention, reactivation, and VIP/high-value user management.

• Develop growth strategies focused on expanding user base, improving engagement, retention, ARPU, and overall customer lifetime value.

• Build user segmentation and precision operation frameworks to maximize user engagement and long-term value.

• Work closely with Product, Marketing, CRM, and Operations teams to identify and execute user growth initiatives.

3. Platform & Business Operations

• Lead the overall operation of the company's platform and core business segments.

• Continuously optimize business structure, operational strategies, and resource allocation based on user behavior, market trends, and business performance.

• Improve user conversion, platform monetization, business scalability, and operational efficiency.

• Partner with Product and Engineering teams to deliver strategic initiatives and accelerate business growth.

4. Operational Excellence & Risk Management

• Oversee end-to-end operational processes and continuously improve operational efficiency and customer experience.

• Collaborate with Finance, Technology, Compliance, and Risk teams to optimize operational workflows and governance.

• Establish business monitoring systems, KPI dashboards, and risk management mechanisms to proactively identify operational issues.

• Drive process optimization initiatives to minimize operational losses and improve overall business performance.

5. Customer Experience & Service Operations

• Lead the company's customer service strategy and service excellence initiatives.

• Develop standardized service processes, quality assurance frameworks, and customer service policies.

• Continuously improve key customer service metrics including:

  • First Response Time

  • First Contact Resolution

  • Customer Satisfaction (CSAT)

  • Resolution Efficiency

• Analyze customer feedback and recurring issues to drive product and operational improvements.

6. Cross-Functional Business Management

• Build effective collaboration across User Growth, Platform Operations, Risk Management, and Customer Service functions to ensure seamless business operations.

• Conduct regular business performance reviews, analyze operational KPIs, identify business challenges, and implement corrective actions.

• Promote standardized, data-driven, and scalable operational processes across the organization.

• Make critical operational decisions and ensure timely execution of key business initiatives.

• Provide regular business updates, strategic insights, and operational recommendations to executive management.

Requirements

• Bachelor's degree or above.

• Minimum 10 years of operational leadership experience within Internet platforms, Gaming, FinTech, E-commerce, Digital Platforms, or other large-scale online businesses.

• Proven track record of leading multiple operational teams and managing complex business operations.

• Strong expertise in user growth, CRM, user lifecycle management, platform operations, monetization, and customer service.

• Excellent analytical and commercial acumen with the ability to leverage data to drive business decisions.

• Outstanding leadership, stakeholder management, and cross-functional collaboration skills.

• Experience working within fast-growing technology companies or large-scale internet platforms is highly preferred.

• Experience managing international businesses, Southeast Asian markets, or cross-border teams is highly preferred.

• Excellent English communication and multicultural leadership capabilities.

• Strong strategic thinking, execution ability, problem-solving skills, and results-oriented mindset.