Manila Operations Manager

Penbrothers International; Mandaluyong; On-site; PHP 1,100,000 - 1,900,000; Full time

Job summary

Penbrothers International is seeking a dynamic Operations Manager to lead and scale our Philippines-based support and operations team. This is a high-impact, people leadership role focused on operational excellence, not a hands-on IT position, with opportunities to drive automation and process improvements.

You will manage a 24/7 team, oversee scheduling and escalation handling, report KPIs to global leadership, and ensure staffing for peak periods.

Qualifications

• Proven leadership in large teams and fast-moving environments.
• Strong background in operations management and process optimization.
• Experience working with SaaS businesses or tech companies is a plus.
• Excellent written and verbal communication with global leadership.

Responsibilities

• Lead the Philippines-based support and operations team.
• Oversee 24/7 coverage, scheduling, and escalations.
• Identify automation opportunities and partner with tech teams to streamline operations.
• Provide executive reporting on KPIs, SLAs, and operational metrics.

Skills

Leadership

Operations management

Growth mindset

Problem solving

Global stakeholder mgmt

SaaS familiarity

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

The client is the global leader in Microsoft 365 Tenant Resilience, Security, and Governance. Managing over 20 million licenses and trusted by 30,000+ active IT administrators globally, our clinet provides enterprises with the ultimate Saas platform to secure, automate, and optimize their complex Microsoft 365 and hybrid cloud environments.

While native Microsoft 365 admin tools handle basic functions, global enterprises and complex organizations quickly hit barriers around provileged access, visibility, and operational overhead. Our client solves this by bringing granular control, security posture management, and intillegent automation into a single pane of glass.

About the Role

We are seeking a dynamic, highly motivated Operations Manager to lead and scale our client's Philippines-based support and operations team. This is not a highly technical, hands-on-keyboard IT role; rather, it is a high-impact people leadership and process optimization role.

You will manage a 24/7 team, ensuring seamless coverage, driving operational excellence, and identifying areas for automation. We are looking for a "high-class leader" with exceptional energy and a relentless drive for improvement. For the right candidate, this role offers a clear and accelerated growth path to a more senior leadership level as the company expands.

What you'll do

• People & Team Management: Act as the primary leader and motivator for a team. Cultivate a high-performance culture, maage employee engagement, and drive team energy.

• 24/7 Operations Oversignt: Oversee a team that operates round-the-clock. Manage complex scheduling, shift coverage, attendance and leave management. (Must be comfortable being on-call to support major escalations).

• Process improvement & Automation: Actively audit existing workflows operational processes. Identify bottlenecks and partner with technical teams to automate repetitive tasks and streamline operations.

• Executive Reporting: Track team KPIs, SLAs, and operatinal metrics. Translate data into clear, actionable reports for the VP and global executive leadership team.

• Resource & Capacity Planning: Anticipate workload spikes and ensure the team is adequately staffed and supported at all times.

What You Bring

• Exceptional Leadership: You are a natural leader, not just a manager. You have a proven track record of inspiring teams, driving motivation, and fostering a positive, high-energy work environment.

• Operational Excellence: Strong background in operations management, workforce management, or process optimization within a corporate environment.

• Growth Mindset: You possess the capacity, drive, and strategic thinking of a Director-level professional and are looking for a company where you can rapidly advance your career.

• Problem-solver: You have a keen eye for inefficiencies and a track record of driving process improvements.

• Global Stakeholder Management: Excellent written and verbal communication skills with the ability to report effectively to global leadership (Europe/US).

• Deep technical expertise (coding, engineering) isnotrequired for this role, though familiarity with tech/SaaS environments is nice to have.

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer.All hiring decisions are made entirely by humans:our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

Read our fullAI Disclaimerto learn more

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.