Site Leader

Hammerjack Pty Ltd; Philippines; On-site; PHP 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Competitive salary package

Fixed weekends off

HMO with dependents

Prime Ortigas location

Salary advance program

Upskilling via Emapta Academy

Gym access 24/7

Lifestyle perks

Job summary

Emapta Philippines seeks a Lead High-Performance Operations to build and lead a Manila-based global software operations center. You will unite people, performance, and purpose, delivering customer value while developing local leadership and strengthening accountability.

The role requires executive presence, experience managing large teams, and coordinating with US leadership across time zones. It offers executive exposure, growth, and a long-term global career track.

Qualifications

• 5+ years of site leadership and operations experience.
• Experience leading 200+ full-time employees as senior leader of a Metro Manila center, BPO, or captive.
• Govern a managed services or employer-of-record partner without owning the local legal entity.
• Transition leadership involving offshored or transitioned work.
• Customer-first, value-oriented leadership focused on outcomes.
• Executive presence to represent the site to senior leadership.
• Comfort working across a significant time-zone difference with a US-based team.
• Knowledge of site management coordination, SLA monitoring tools, and labor laws/regulations.
• Familiarity with Salesforce, Zoho, Zendesk, ML, and AI.

Responsibilities

• Own site-wide employee engagement and attrition performance.
• Embed company values and operating model into on-site behaviors.
• Build local leadership pipeline to resolve escalations locally.
• Oversee end-to-end delivery quality and SLA performance.
• Lead transition cohorts from onboarding through productivity.
• Manage site operating cadence with business reviews and metrics.
• Own day-to-day relationship with local delivery partner.
• Govern SLAs, seating plans, headcount growth, and commercial terms.
• Protect the dedicated and company-exclusive character of the site.
• Own workplace experience, site security, and business continuity.
• Serve as chief executive's operational representative in-country.

Skills

Site leadership

People management

MSP governance

Transition leadership

Executive presence

Time-zone alignment

CRM familiarity

AI awareness

Tools

Salesforce

Zoho

Zendesk

Machine learning

Artificial intelligence

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
• Shift: Night Shift, 9:00 PM - 6:00 AM PH, Weekends Off

Benefits

• Competitive Salary Package
• Fixed weekends off
• 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)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• 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-performing 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 the 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.