Head of Operations

Remotee; Manila; A distancia; PHP 762.000 - 912.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary

Leave

Public holidays

Shift

Bonus

Location

Descripción de la vacante

Remotee is seeking an experienced Head of Operations to lead our remote staffing operations across multiple brands. This senior role oversees day-to-day operations, client onboarding, relationship management, escalations and retention, while scaling our services and ensuring client satisfaction.

You will manage a small team of remote staff and Team Leaders, acting as the main operational contact for clients, and drive end-to-end processes including recruitment, payroll, training and IT support.

Formación

• 2+ years managing Team Leaders.
• 2+ years managing Australian clients (service delivery & escalations).
• 2+ years in a dedicated remote staffing business (not traditional BPO).
• Proven experience leading geographically dispersed remote teams.
• Excellent written and spoken English.
• Confident in client-facing, managing escalations with Australian clients.
• Strong ownership, organisation and problem-solving skills.
• Proven ability to improve processes, team performance and retention.

Responsabilidades

• Client onboarding and relationship management with ongoing support.
• Own client escalations through to resolution.
• Coordinate end-to-end client operations as main point of contact.
• Drive client retention by identifying risks and strengthening relationships.
• Lead remote staff and Team Leaders, including performance coaching.

Conocimientos

Team leadership

Client management

Australian client management

Remote staffing

English communication

Escalation handling

Process improvement

Ownership

Descripción del empleo

Job Details

• Manila, Metro Manila, Philippines


• Full-Time


• Remote

Job Description

Role: Head of Operations

Benefits

Salary: PHP 75,000 per month

Leave: 16 days PTO

Public Holidays: 10 days paid p.a.

Shift: Day Shift – AEST

Bonus: Quarterly

Location: Work from home, full-time

Job Brief

Remotee is looking for an experienced Head of Operations to lead our growing operations as we scale across multiple brands. As we continue to grow and expand our operations, this is a newly created, senior leadership role responsible for the day-to-day running of our remote staffing operations and the strength of our client relationships.

You’ll lead a small team of remote staff and Team Leaders, while also acting as the main operational point of contact for client onboarding, relationship management, escalations and retention. This is a genuinely client-facing leadership role — you’ll need to be confident managing Australian clients directly, taking ownership of escalations through to resolution, and building the kind of trust that keeps clients with us for the long term.

Beyond client management, you’ll own the end-to-end operational backbone of the business — coordinating recruitment, payroll, training and IT support — while continuously looking for ways to simplify workflows, improve systems and introduce practical automation across the team.

Essential Requirements

• More than 2 years' experience managing Team Leaders.


• More than 2 years' experience directly managing Australian clients, including service delivery and escalations.


• More than 2 years’ experience within a dedicated remote staffing business — experience solely within traditional BPO environments will not meet this requirement.


• Proven experience leading geographically dispersed remote teams.


• Exceptional written and spoken English communication skills.


• Confident and composed when client-facing, comfortable managing escalations and high-stakes conversations with Australian clients.


• Strong ownership, organisation and problem-solving skills.


• Demonstrated ability to improve processes, team performance, and retention.

Duties And Responsibilities

Client Management

• Client onboarding and relationship management, ensuring a smooth start and consistent ongoing support.


• Client escalations, taking ownership of issues through to resolution.


• End-to-end client coordination, acting as the main operational point of contact.


• Client retention, identifying risks early and implementing strategies to strengthen relationships.

People Leadership

• People leadership, managing remote staff and Team Leaders, including performance, coaching and development.


• Staff engagement and retention, owning initiatives that build connection, recognition and long-term commitment.

Operations & Process

• End-to-end operational responsibility, coordinating recruitment, payroll, training and IT support.


• Process and technology improvement, simplifying workflows, improving systems and introducing practical automation.


• Operational reporting, tracking performance, service quality and retention.

What's on Offer?

• Genuine career growth as Remotee and Accountee scale into new brands and markets.


• Direct influence over how the business runs operationally, with real scope to shape processes, systems, and team structure.


• Stable, day-shift schedule aligned to Australian business hours


• Annual leave, sick leave and paid public holidays


• Work from home, full-time.