Site Leader

Emapta Global; Mandaluyong; On-site; PHP 2,500,000 - 4,500,000; Full time

Benefits offered by this job

HMO coverage

Office in Ortigas

Salary advance program

Training calendar access

Gym access

Lifestyle perks

Employee referrals

Government benefits

Annual leave 20 days

Mentorship program

Job summary

Emapta Philippines seeks a Lead High-Performance Operations to establish and grow a Manila center delivering customer value and local leadership development. You will govern partnerships, drive transitions, and ensure accountability across the site to achieve top-tier performance.

Reporting to global leadership, you will manage cross-timezone collaboration with a US executive team and embed Emapta's values while scaling operations for a global software organization.

Qualifications

• 5+ years of site leadership and operations experience.
• Experience leading 200+ FTE as senior leader in a Metro Manila capability center, BPO, or captive.
• Govern a managed services or employer-of-record partner without owning the local entity.
• Transition leadership experience with offshored or transitioned work.
• Customer-first leadership focused on customer outcomes.

Responsibilities

• Own site-wide employee engagement and attrition targets.
• Embed the company's values and operating model into on-site behaviors.
• Build the local leadership pipeline in Manila.
• Oversee end-to-end delivery quality and SLA performance.
• Lead each transition cohort from onboarding through full productivity.
• Manage the site operating cadence, performance reviews, and continuous improvement.
• Own the day-to-day relationship with the local delivery partner and uphold scorecards.
• Protect the dedicated and company-exclusive character of the site.
• Own workplace experience, site security, and business continuity.
• Serve as the in-country executive representative and liaise with US leadership.

Skills

Site leadership

People management

Transition leadership

SLA monitoring

Customer outcomes

Cross-timezone collaboration

Partner governance

Communication

Operational governance

Tools

Salesforce

Zoho

Zendesk

Job description

Lead High-Performance Operations for a Global Software Organization

Transforming a growing global operation takes a leader who can unite people, performance, and purpose. The Site Leader builds a high-performing Manila center that delivers customer value, develops local leaders, and strengthens operational accountability. For top 1% talent, Emapta provides a long-term global career with executive exposure, influential decision-making, professional growth, and the balance needed to succeed sustainably over time.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Ortigas
• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Qualifications

Must Have

• 5+ years of relevant site leadership and operations experience
• Experience leading 200+ full-time employees as the senior leader of a Metro Manila global capability center, BPO, or dedicated captive
• Proven ability to govern a managed services or employer-of-record partner without owning the local legal entity
• Proven transition leadership experience involving offshored or transitioned work, rather than only managing steady-state operations
• Customer-first and value-oriented leadership focused on customer outcomes rather than internal activity or throughput
• Executive presence and maturity to serve as the chief executive's in-country representative and represent the site to senior leadership
• Comfort working across a significant time-zone difference with a US-based executive team
• Knowledge of site management coordination, SLA monitoring tools, and applicable labor laws and regulations
• Familiarity with Salesforce, Zoho, Zendesk, machine learning, and artificial intelligence
• Strong communication, technical communication, critical thinking, ownership, and accountability

Preferred

• Experience in a B2B software or technology services environment rather than a purely contact-center operation
• Background in establishing or maturing a dedicated site rather than only inheriting an established operation
• Track record of building local leadership pipelines and succession plans in-country

Responsibilities

People, Culture, and Retention

• Own site-wide employee engagement and attrition performance, meeting retention targets for transitioned roles
• Embed the company's values and operating model into everyday on-site behaviors
• Build the local leadership pipeline so escalations are resolved in Manila rather than referred to the US-based team

Delivery and Operations

• Oversee end-to-end delivery quality and SLA performance across all on-site functions
• Lead each transition cohort from onboarding through full productivity against agreed ramp-up targets
• Manage the site operating cadence, including business reviews, performance metrics, and continuous improvement

Partner and Commercial Governance

• Own the day-to-day relationship with the local delivery partner as the company's principal representative on the ground
• Govern SLAs, seating plans, headcount growth, and commercial terms while holding the partner accountable through a clear scorecard
• Protect the dedicated and company-exclusive character of the site

Site, Security, and Continuity

• Own the workplace experience, site security, and business continuity
• Ensure the office reflects the company's brand and supports a high-performance culture

Leadership and Representation

• Serve as the chief executive's operational representative in-country and the single point of accountability for Manila
• Represent the site to the executive team and, when required, to company ownership
• Operate effectively across a significant time-zone difference with a US-based leadership team

First-Year Success Measures

• Bring transitioned roles to target productivity while maintaining attrition below the agreed threshold
• Establish a functioning local leadership structure and measurably reduce escalations to the US-based team
• Maintain employee engagement at or above the company benchmark while establishing Manila as one unified company site
• Operate partner governance through a clear scorecard, with SLAs and commercial terms actively managed
• Fully establish workplace standards for the dedicated center

The Five Promises

• Start where the work is: Go to the frontline before the office and build from reality rather than theory
• Make it run: Deliver software that works where operations happen and take ownership of it in production
• Own the hard part: Resolve complex challenges without passing unresolved issues to customers
• Show up as a team: Work collaboratively and consistently because strong teams create lasting success
• Move the customer's number: Focus on the outcomes customers are measured by rather than internal activity

About the Client

Our client has established a powerful global presence by helping thousands of manufacturers and distributors modernize complex operations. Through decades of focused innovation, its specialized software has transformed how industrial businesses manage production, quality, inventory, fulfillment, and commercial performance. Trusted across demanding sectors, the organization enables faster decisions, measurable cost savings, stronger compliance, and lasting productivity gains. Its proven ability to turn operational data into actionable intelligence continues to set a high standard for industrial technology worldwide and customer success.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.