Operations Manager (Onsite)

About Penbrothers 

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client 

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

The Operations Manager is responsible for driving operational excellence across the platform’s service delivery, internal processes and cross-functional support functions. The Operations Manager will translate strategic objectives into efficient, scalable processes that support growth, margin improvement and customer satisfaction.

What you’ll do

• Develop, implement and monitor standard operating procedures (SOPs) across core operations (on-boarding, customer success hand-off, billing / subscriptions, service delivery) to improve efficiency and reduce operational risk.

• Lead day-to-day operations oversight: ensure that service levels and internal SLAs are met, workflows are optimised, and escalations promptly resolved.

• Collaborate with Product, Technology, Sales, Client Success and HR teams to align operations with business initiatives (e.g., new product launch, scaling into enterprise segment).

• Monitor operational metrics (e.g., usage, churn, renewal rates, time-to-value, cost-to-serve) and provide actionable insights to executive leadership.

• Identify bottlenecks, process gaps and inefficiencies; design and lead improvement initiatives (lean, automation, workflow reengineering) to drive cost savings and enhance customer experience.

• Manage resource planning and capacity modelling to support growth projections, including staffing, vendor/outsourced services and tools.

• Ensure compliance with relevant policies, regulatory obligations, data-security standards and contractual deliverables.

• Prepare regular operational reports for leadership: performance dashboards, risk assessments, financial implications of operations (cost vs. scalability).

• Coach and develop a small team of operations professionals, set clear targets, monitor performance, build a culture of continuous improvement and operational discipline.