Operations Lead

Tito Solutions Philippines Inc.; Quezon City; On-site; PHP 669,600 - 892,800; Full time

Job summary

A dynamic solutions company in Quezon City seeks an Operations Lead to manage day-to-day operations of the Appointment Engine. You will oversee the complete appointment flow, ensure smooth operations from lead capture to meetings, and maintain clear communication with the Media Buyer and SDR. The role requires strong CRM experience and excellent coordination skills to enhance workflow and reporting accuracy. Join us to lead impactful operations and drive continuous improvement!

Qualifications

• Experience with CRM systems is essential.
• Demonstrated ability to coordinate and manage operations.
• Ability to analyze and report on daily metrics.

Responsibilities

• Oversee the full appointment flow from lead capture to show-up.
• Manage CRM stages, ensuring clean data and proper reporting.
• Coordinate with the Media Buyer and SDR on lead management.
• Monitor client capacity and flag any discrepancies in schedules.
• Prepare weekly performance summaries and track key metrics.

Skills

CRM experience (HubSpot, GoHighLevel, Zoho)

Strong operations and coordination skills

Comfortable with daily metrics

Job description

Overview

The Operations Lead is responsible for running the day-to-day operations of the Appointment Engine. This role ensures that leads move smoothly from ads to qualification, booking, and confirmed advisory meetings, while maintaining process discipline, data accuracy, and continuous improvement. This is a hands-on execution role that works inside the CRM daily and coordinates closely with the Media Buyer and SDR.

Key Responsibilities

• End-to-End Operations Ownership: Oversee the full appointment flow from lead capture to show-up; Ensure SOPs and SLAs are followed; Monitor queues, calendars, and pipelines daily.
• CRM & Workflow Execution: Manage CRM stages, routing rules, and booking workflows; Maintain clean data and reporting.
• Team Coordination: Coordinate with Media Buyer on lead volume and quality; Coordinate with SDR on speed-to-lead and booking accuracy.
• Monitoring & Reporting: Track leads, bookings, show-ups, and no-shows; Prepare weekly performance summaries.
• Quality Control & Improvement: Review booking outcomes and call notes; Suggest workflow and script improvements.
• Client Load Monitoring: Monitor client capacity and calendar balance; Flag overload or underutilization.
• Success Metrics (KPIs): Show-up rate; SLA compliance; Booking accuracy; Cost per showed appointment; Reduction in no-shows.

Required Skills & Experience

Must-Have

• CRM experience (HubSpot, GoHighLevel, Zoho, etc.)
• Strong operations and coordination skills
• Comfortable with daily metrics

Nice-to-Have

• Lead generation or appointment-setting background
• Basic paid ads funnel understanding