Operations Manager | Onsite | Pampanga | Day 1 HMO - Tarlac

Tech That Serves Purpose-Powering the People Who Power Change

Backed by award-winning tools and a vision to grow giving nationwide, our client fosters a culture of innovation, inclusion, and results. Join a company where doing good is built into the business model.

Job Description

As an Operations Manager, you'll lead a large team through Team Leads, implement scalable strategies, and guide operational performance across support functions. You'll drive process improvements, mentor leaders, and ensure smooth workflows while keeping the team aligned with service goals.

Job Overview

Work setup: Onsite, Pampanga

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
• 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

• At least 3 years of proven experience in an operations or support leadership role managing through layers, in a tech or SaaS environment
• Experience overseeing medium to large teams (30-50+) via Team Leads or supervisors
• Strong analytical, forecasting, and capacity planning capabilities
• Excellent communication, coaching, and cross-functional collaboration skills
• Track record of driving process improvement and achieving operational excellence
• Proficiency with support platforms, especially Intercom and ZenDesk
• Proficiency with CRM systems

Your Daily Tasks

• Lead a team of 50-70 support professionals through direct management of Team Leads
• Provide guidance, structure, and direction to Team Leads to ensure alignment, high performance, and consistency across support functions
• Foster a collaborative, accountable, and growth-oriented team culture

• Develop and implement scalable support processes and policies to meet fluctuating business needs and support volumes
• Partner with Team Leads to execute strategic initiatives and improve team performance and efficiency
• Align all teams on priorities, workflows, and service-level expectations

• Analyze support volume trends and forecast staffing and resource needs
• Guide Team Leads in maintaining optimal team coverage and responsiveness
• Plan for seasonal and product-driven demand shifts across support functions

• Identify bottlenecks and implement streamlined, repeatable processes
• Collaborate with cross-functional stakeholders to align support operations with broader business goals
• Establish and evolve best practices in knowledge management, support quality, and performance tracking

• Coach and mentor Team Leads to become effective people managers and operational leaders
• Promote a culture of ownership around documentation, process adherence, and customer satisfaction
• Support professional development and succession planning within the support function

• Lead regular operational syncs with Team Leads to review KPIs, address challenges, and plan forward
• Handle escalations in partnership with Team Leads to ensure timely resolution of complex issues
• Manage workforce planning, shift coverage strategies, and operational reporting

Who Are We

Be part of the #EmaptaEra-where your success matters.