Job Description

The General Manager (GM) - Manila is the senior-most leader for the Manila site, responsible for positioning the location as a high-performing, strategic hub that delivers measurable business impact, exceptional customer outcomes, and a strong employee experience. This role serves as the primary bridge between Manila and U.S.-based leadership, operating in a highly matrixed environment where all employees (~120) report into U.S. functional leaders. The GM provides site-level leadership, alignment, and influence to ensure Manila operates with consistency, accountability, and strategic clarity.

The organization operates in a highly matrixed environment, where most team members report into global functional leaders. The GM will succeed through influence, strong stakeholder management, and executive presence rather than direct authority.

Key Responsibilities:
1. Site Leadership & Strategic Impact
· Serve as the senior representative and face of the company in Manila, reinforcing company culture,
values, and connection to the broader organization
· Act as the local subject matter expert on the Manila market, including labor laws, talent
landscape, and employment practices; advise U.S.-based leaders to enable informed hiring,
management, and organizational decisions
· Translate global company goals into clear, executable site-level priorities, ensuring alignment
while maximizing local impact
· Drive Manila’s evolution from a delivery center to a strategic capability hub, identifying
opportunities to expand scope, complexity, and ownership of work
· Establish and maintain strong relationships with local partners, universities, government entities,
and vendors to support compliance, brand presence, and long-term talent pipelines
· Lead site-wide engagement efforts, including quarterly all-hands meetings, recognition programs,
and initiatives that reinforce culture and celebrate Manila’s contributions
· Facilitate regular leadership forums (e.g., monthly roundtables) to align Manila team leads with
U.S. leadership, track priorities, and surface risks and opportunities
· Represent Manila in executive forums (ELT/SLT), ensuring visibility, advocacy, and alignment
with broader company strategy

2. Cross-Functional Leadership & Alignment
· Operate as a high-influence leader in a dotted-line environment, ensuring alignment across U.S.-
based functional leaders and Manila-based teams
· Partner with global leaders (Sales, Customer Success, Operations, HR) to drive consistent
execution and shared accountability for outcomes
· Lead site-level forums (e.g., leadership roundtables) to align priorities, track performance, and
surface risks and opportunities
· Act as a cultural and operational bridge, ensuring effective communication and collaboration
across geographies

3. Operational Excellence & Customer Outcomes
· Drive performance against key operational and customer metrics (e.g., CSAT, NPS, SLA
adherence, productivity)

· Identify and resolve systemic issues impacting delivery, partnering cross-functionally to
implement scalable solutions
· Support revenue and customer success leaders in improving adoption, retention, and expansion
across customer segments
· Partner with executive and senior leaders to ensure Manila operations consistently deliver high-
quality, reliable outcomes aligned to business expectations

4. People, Culture & Engagement
· Foster a high-performing, engaged, and inclusive site culture aligned with values
· Provide guidance and coaching to local team leads to strengthen leadership capability and
consistency
· Partner with HR and U.S. leaders to support talent development, career pathing, and internal
mobility
· Serve as a trusted escalation point, balancing local context with global standards and policies
· Drive initiatives that improve engagement, retention, and overall employee experience

5. Governance, Compliance & Site Operations
· Ensure full compliance with local labor laws, regulatory requirements, and company policies
· Oversee site operations, including vendor relationships, facilities, and risk management
· Partner with Finance on budget oversight and cost optimization efforts
· Represent the organization in external matters within the Philippines market

Success in this role is defined by site-level performance and influence, including:
· Customer Outcomes: CSAT, retention, adoption, SLA performance
· Operational Performance: Productivity, efficiency, and delivery consistency
· People Metrics: Engagement (≥80%), retention, leadership effectiveness
· Strategic Impact: Expansion of Manila’s capabilities and contribution to global priorities

Requirements

• 10+ years of leadership experience in site leadership, operations, or country / general management within
  SaaS, tech-enabled services, or BPO/shared services environments
• Open to Director/VP-level leaders who are comfortable stepping into a General Manager capacity
• Proven ability to lead in matrixed, global organizations and influence without direct authority
• Strong business acumen with experience driving operational performance and customer
  outcomes
• Strong understanding of operational metrics (SLAs, CSAT, retention, delivery performance)
• Demonstrated success scaling teams, capabilities, and organizational impact
• Excellent stakeholder management, communication, and cross-cultural leadership skills
• Strong executive presence with the ability to influence senior leaders
• High ownership mindset with the ability to operate autonomously and drive results

Additional Role Context

• This role operates within a lean, US-based SME structure with approximately 100–120 employees in Manila and has no plans of scaling up for now
• No direct reports under this role (matrix leadership). Success in this role is driven through influence, stakeholder management, and cross-functional leadership, rather than traditional line management

Working Setup

Hybrid Work: Minimum 3 days per week in Ortigas office

Remote Flexibility: Up to 2 days remote weekly; can work fully remote for short periods if needed upon approval of the management

Executive Visits: Required to be on-site full-time during visits from C-suite (including CEO)

Working Hours: Flexible; must accommodate US stakeholders (PH night shift or mid-shift coverage as needed)