Luxury Client Services Operations Builder

Private Advertiser; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Private Advertiser in the Philippines is seeking an exceptionally strong Operations Manager to bring structure, accountability, and operational excellence to a fast-moving luxury service business. You will own Trip and Client Services operations, from hiring and onboarding to performance management and SOPs.

The role demands a tech‑savvy leader who can design repeatable processes, implement automation, measure adoption, and build a culture of ownership and urgency while maintaining impeccable

Qualifications

• 5–8+ years of experience in operations, client experience, service operations, or a similarly demanding execution-focused role.
• Experience managing teams in a high-touch B2C service environment such as luxury hospitality, private banking, family office services, luxury travel, concierge, professional services, or another high-expectation client business.
• Demonstrated experience hiring, onboarding, training, coaching, and holding employees accountable.
• Proven ability to build operational infrastructure from scratch rather than simply manage existing systems.
• Strong experience designing and implementing SOPs, SLAs, workflows, QA/QC programs, and performance metrics.
• Exceptional project-management skills with the ability to manage numerous initiatives simultaneously.
• Extremely tech-savvy and comfortable learning and configuring new systems independently.
• Strong working knowledge of project-management platforms, CRMs, ticketing systems, automation tools, dashboards, and AI-enabled workflows.
• Strong analytical and root-cause problem-solving skills.
• Excellent written and verbal communication.
• Comfortable giving direct feedback and addressing performance issues rather than allowing problems to persist.
• Highly discreet and capable of working with confidential client and company information.

Responsibilities

• Own and continuously improve the hiring process for operational and client-service positions.
• Develop structured interview processes, practical assessments, scorecards, and candidate evaluation criteria.
• Build comprehensive onboarding and training programs so new employees understand our systems, standards, workflows, and expectations.
• Create role-specific training materials, playbooks, checklists, and competency tests.
• Establish clear expectations and measurable performance standards for team members.
• Conduct regular performance reviews, coaching, and accountability conversations.
• Identify performance gaps quickly and create specific improvement plans.
• Ensure employees consistently follow established processes rather than allowing standards to erode over time.
• Build a culture of ownership, urgency, follow-through, and accountability.
• Audit existing workflows and identify gaps, bottlenecks, duplicated work, unclear ownership, and failure points.
• Design and continuously improve workflows from client request through completion.
• Build clear processes for booking, research, follow-up, confirmations, escalations, approvals, handoffs, and task closure.
• Create and maintain SOPs, SLAs, checklists, macros, templates, and escalation procedures.
• Establish clear ownership and accountability at every stage of a workflow.
• Translate loosely defined processes into structured, repeatable operating systems.
• Conduct root‑cause analysis when failures occur and implement permanent solutions rather than temporary fixes.
• Continuously look for opportunities to make the company faster, more accurate, more scalable, and less dependent on manual intervention.
• Own and optimize the operational technology stack across platforms such as Monday.com, Zendesk, CRM systems, Zapier, AI tools, forms, dashboards, and communication platforms.
• Build and maintain automations that eliminate repetitive manual work and reduce human error.
• Configure workflows, triggers, routing rules, macros, tags, notifications, dashboards, and reporting.
• Identify opportunities to connect systems and improve the flow of information between departments.
• Evaluate new AI and automation tools and determine where they can materially improve productivity or service quality.
• Work directly inside systems rather than relying exclusively on outside consultants or technical teams.
• Ensure technology supports the operational process rather than creating additional complexity.
• Own multiple operational initiatives simultaneously from concept through implementation.
• Translate company priorities into projects, owners, deadlines, milestones, and deliverables.
• Maintain project plans and ensure commitments do not disappear between meetings.
• Proactively identify blockers and resolve them before they delay execution.
• Follow up relentlessly on outstanding deliverables.
• Coordinate cross-functional projects involving Client Services, Sales, Finance, HR, Technology, and leadership.
• Provide leadership with clear visibility into project status, risks, delays, and next actions.
• Manage the operational infrastructure supporting our Trip and Client Services teams.
• Establish and enforce SLAs across the client journey, including response times, follow-up, task completion, and issue resolution.
• Monitor workloads, ticket velocity, open requests, backlogs, escalations, and overdue work.
• Create clear escalation paths defining who responds, when they respond, and when leadership becomes involved.
• Ensure internal handoffs happen accurately and without information being lost.
• Build systems capable of supporting an extremely high-touch luxury service environment.
• Create and maintain QA/QC standards and scoring rubrics for client communications, bookings, research, and completed requests.
• Audit client interactions against established standards.
• Measure accuracy, responsiveness, completeness, tone, process adherence, and attention to detail.
• Identify recurring mistakes and determine their root causes.
• Turn audit findings into changes in processes, systems, training, or individual performance management.
• Conduct mystery-case simulations and competency testing where appropriate.
• Create feedback loops so quality problems result in measurable operational improvements.
• Develop KPIs and operational dashboards that give leadership visibility into team performance.
• Track metrics including response time, completion time, backlog, accuracy, SLA adherence, errors, rework, productivity, and client-service quality.
• Identify trends before they become larger operational problems.
• Use data to determine whether new processes and systems are actually working.
• Deliver concise operational reporting and recommendations to leadership.

Skills

Operations management

Team leadership

Hiring/onboarding/training

SOPs/SLAs design

Project management

Tech-savvy / automation

Analytics / root-cause

Communication

Discretion/confidentiality

Tools

Monday.com

Zendesk

CRM systems

Zapier

AI tools

Job description

Private Advertiser in the Philippines is seeking an exceptionally strong Operations Manager to bring structure, accountability, and operational excellence to a fast-moving luxury service business. You will own Trip and Client Services operations, from hiring and onboarding to performance management and SOPs.

The role demands a tech‑savvy leader who can design repeatable processes, implement automation, measure adoption, and build a culture of ownership and urgency while maintaining impeccable