Partner Operations & Broker Experience Manager

Lhoopa Inc.; Mandaluyong; On-site; PHP 700,000 - 1,300,000; Full time

Job summary

Lhoopa Inc. is seeking a Partner Operations & Broker Experience Manager to lead a small Broker Experience team in Mandaluyong, onsite. You will optimize how brokers are supported, scale processes, and partner with Product and Tech to improve the broker journey.

The role emphasizes process improvement, self-service, and automation to reduce repetitive issues while maintaining strong partner relations and service quality.

Qualifications

• Proven experience building or improving operations around customers or partners.
• Track record creating scalable processes, SOPs, and escalation paths.
• Experience launching knowledge bases, self-service tools, or automation.
• Familiarity with support tools (Zendesk, Freshdesk, Intercom or similar).
• Use of feedback and data to drive improvements in broker or partner experiences.

Responsibilities

• Lead aBroker Experience team and shape broker support as the network grows.
• Improve workflows across phone, email, chat, and our Broker App.
• Create clear SOPs, policies, escalation paths, and FAQs.
• Identify recurring broker issues and drive solutions via process, automation, or tech.
• Collaborate with Product and Tech to improve the broker journey.
• Ensure the team handles higher volume without constant headcount increases.
• Mentor the team to resolve more complex broker concerns.

Skills

Process improvement

Team leadership

Knowledge base

Automation

Customer operations

Tools

Zendesk

Freshdesk

Intercom

Salesforce Service Cloud

Job description

Partner Operations & Broker Experience Manager

Ortigas, Mandaluyong | Full onsite | Day shift

Brokers are a big part of how Lhoopa helps more Filipino families move closer to homeownership.

As our broker network grows, one thing becomes more important:

How do we make it easier for brokers to get answers, solve issues, and work with us — without making the support team bigger every time the business grows?

That’s the problem this role will help solve.

We’re looking for someone who knows how to build better operations around customers or partners.

Someone who can look at a messy process, understand where the friction is, and turn it into something clearer, faster, and easier to scale.

This is not a Sales or Business Development role.

It’s a mix of Partner Operations, Customer Operations, Process Improvement, and Broker Experience.

What you’ll work on

You’ll lead a small Broker Experience team and help shape how broker support should work as the network grows.

That means you’ll be working on things like:

• improving support workflows across phone, email, chat, and our Broker App

• building clearer SOPs, policies, and escalation paths

• creating FAQs, knowledge articles, scripts, and self-service resources

• spotting repetitive broker concerns and figuring out what can be solved through process, automation, or technology

• using ticket data, CSAT, feedback, and recurring issues to identify what needs fixing

• working closely with Product and Tech to improve the broker journey

• making sure the team can handle more volume without relying only on additional headcount

• coaching the Broker Experience team and helping them solve more complex concerns

What we’re looking for

We’re less concerned about your exact job title.

You could come from:

Partner Operations
Customer Operations
Service Operations
Merchant Operations
Platform Operations
Operational Excellence
Customer Experience
Support Operations

What matters more is whether you’ve actually built or improved something.

You’ll probably be a strong fit if you’ve done several of these:

• built a new process, team, or operational function from the ground up

• improved SOPs, workflows, escalation processes, or QA standards

• introduced a knowledge base, self-service solution, automation, or chatbot

• worked with tools such as Zendesk, Freshdesk, Intercom, Salesforce Service Cloud, or similar

• used customer or partner feedback and operational data to solve recurring problems

• worked closely with Product, Tech, Operations, or Compliance teams

• led a frontline or operational team

• supported external partners, merchants, sellers, agents, drivers, brokers, or similar networks

• worked in a startup, fintech, marketplace, logistics, e-commerce, healthcare tech, or platform business

What good looks like

You won’t be expected to come in with all the answers on Day 1.

But over time, we’d want to see:

• fewer repetitive broker concerns

• clearer escalation paths

• better self-service

• faster response and resolution

• better visibility into broker pain points

• stronger coordination between support, Product, Tech, Sales, and Operations

• a Broker Experience function that can scale without simply adding more people

Why this role is interesting

You’re not joining to maintain a finished system.

There are already pieces in place — but there’s still a lot to improve, connect, and build.

If you enjoy creating structure where things are still evolving, getting close to frontline problems, and building operations that actually make life easier for customers or partners, this role should be worth a conversation.