Internal Job Title: Operations Manager
Type of Employment: Full Time
Desired No. of Hours per Week: 40
Job Level: Mid-Senior Level
Location: Philippines — Fully Remote
Schedule: Eastern Time, approximately 7/8 AM – 4/5 PM ET

Who We Are

The client is a software company that helps property management companies manage utility bills for their rental properties. If a company manages hundreds of Airbnb or rental homes, the platform brings electricity, water, gas, and other utility bills into one place. It automates bill tracking and payments, flags unusual usage, and helps property managers identify ways to reduce utility costs.

Who You Are

We’re looking for an experienced Operations Manager with a strong track record of leading teams and managing high-volume workflows. You are proactive, organized, and comfortable juggling multiple priorities without losing sight of deadlines or service levels.

You know how to anticipate issues, keep your team accountable, and step in when needed. You’re also process-minded and constantly looking for ways to make existing workflows faster, cleaner, and more efficient.

Strong spoken and written English is essential, as you’ll regularly communicate with residents, clients, billers, and other stakeholders.

What You’ll Do

Team Leadership & Management

Lead, manage, coach, and support a Philippines-based team of 7 direct reports
Set daily priorities and ensure the team remains aligned with operational goals and SLAs
Monitor team performance, workload distribution, and queue health
Balance workloads across multiple parallel queues and step in during periods of high volume
Provide coaching, feedback, and support to help team members improve performance
Proactively identify staffing or capacity issues, particularly during month-end peaks

Resident & Client Support

Oversee and personally handle resident issues through email and phone when needed
Resolve resident concerns end-to-end, often requiring multiple interactions and follow-ups
Manage complex client work orders involving multiple parties and several days of coordination
Maintain clear, professional, and timely communication with clients and residents
Ensure issues are followed through to resolution rather than simply passed between teams
Protect the client relationship through reliable communication and strong follow-through

Utility Operations

Oversee the timely activation and deactivation of utilities for homes moving in or out
Ensure utility requests are completed accurately and within established SLAs
Monitor and process high-volume bill payments, reaching up to approximately 100 payments per day during peak periods
Coordinate with utility providers and billers to obtain information, estimates, and payment requirements
Proactively follow up with billers to prevent delays and missed deadlines
Identify potential SLA risks and take action before deadlines are missed

Operations & Process Improvement

Monitor all operational queues, including tickets, calls, payments, and work orders
Ensure queues remain current and no tasks fall through the cracks
Track SLA performance and identify recurring bottlenecks or delays
Review existing SOPs and identify opportunities to improve efficiency and turnaround times
Tighten processes and close operational gaps without unnecessarily adding complexity
Develop and implement practical improvements to day-to-day workflows
Escalate significant operational risks and recurring issues appropriately

Performance & Reporting

Monitor operational KPIs, SLA compliance, queue health, and team performance
Identify trends and recurring issues that may impact customer experience or operational costs
Provide visibility into workload, bottlenecks, and areas requiring attention
Ensure avoidable SLA breaches and associated client fees are minimized
Maintain consistent operational performance during high-volume periods

Typical Peak Volume

Approximately 30 tickets per week
Approximately 30 calls per week
Up to 100 bill payments per day
Predictable increases in volume around month-end

What We’re Looking For

3+ years of experience in operations, customer support, service delivery, or a related field
Previous experience managing or leading a support/operations team
Strong spoken and written English communication skills
Proven ability to manage multiple workflows and priorities simultaneously
Comfortable working with SLAs, KPIs, deadlines, and performance targets
Process-oriented with a track record of improving existing workflows
Calm and organized when handling high volumes and competing priorities
Strong ownership mentality and willingness to be hands-on when needed

What We Offer

Work From Home: Fully remote setup with local support
Generous Paid Time Off: Start with 18 paid leaves annually
U.S. Holiday Observance: Enjoy U.S. holidays off
Free HMO Coverage: Premium healthcare access at no cost
Professional Environment: Join a supportive, growth-oriented global team