About Penbrothers
Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Client
Our client is the world’s #1 massage-on-demand marketplace, connecting consumers and businesses with licensed wellness professionals who deliver massage, skincare, beauty, and spa services directly to homes, hotels, offices, and events. The client is a true two-sided marketplace, similar to Grab/Uber but focused on wellness. We balance provider supply, customer demand, routing efficiency, and operational execution across dozens of markets.
About the Role
We need a hands-on operator who will take full ownership of marketplace operations, supply health, dispatch, BPO performance, customer/provider reactivation, disputes, incentive systems, and operational product improvements. This person will run the operational side of the business end-to-end, so the CEO can stay focused on Product, Strategy, Payments, and new growth initiatives. This is a Director level role, but it is highly individual-contributor. The right person must be willing to personally handle analysis, calls, spreadsheets, campaigns, and operational problem‑solving.
What You'll Do
Marketplace Supply Ops
- Reactivate 500–1,000 dormant providers
- Recruit 200–500 new providers in underserved markets
- Create and execute market-specific supply plans
- Personally run outreach, follow‑ups, and targeted campaigns
BPO & Dispatch Management
- Lead and improve the 15-person Davao BPO dispatch/support team
- Improve scripts, QA, routing accuracy, and agent KPIs
- Ensure coverage and market-aware dispatch (especially in low-supply markets)
- Daily standups with PH dispatch leadership
- Relocation to Davao preferred
Customer Reactivation & Comms
- Build and execute SMS/email win back campaigns
- Incentive testing and segmentation
- Manage customer recovery flows
- Reduce churn and strengthen retention
Disputes & Chargebacks
- Reduce dispute rate
- Improve dispute evidence
- Fix root operational causes
- Coordinate with Stripe on risk signals
B2B / Corporate Ops
- Support account managers (booking flows, SLAs, client coordination)
- Build KPI dashboards and reporting for corporate operations
- Calculate and validate monthly AM bonuses
BI, Dashboards & KPI Tracking
- Maintain all operational spreadsheets (Excel & Sheets)
- Build dashboards (Looker, Tableau, PowerBI, Mode)
- Forecast supply/demand gaps
- Build weekly Market Health Scorecards
- Provide weekly insights to the CEO
Incentives & Bonus Systems
- Design incentive structures for AMs, providers, and BPO
- Calculate monthly bonuses for AMs & ops
- Ensure incentive alignment with company goals
Product Ops
- Identify operational product improvements
- Write specs for dispatch dashboard enhancements
- QA internal tools and booking flows
- Work closely with engineering + CEO on functional improvements
What You Bring
Must-Have Skills
- Advanced Excel & Google Sheets (expert level)
- BI Tools: Looker, Tableau, PowerBI, Mode
- Marketplace operations experience (Grab, Gojek, Foodpanda, Rappi, Uber, etc.)
- BPO leadership (PH call center experience required)
- Strong analytical and modeling skills
- High English proficiency
- Comfortable doing IC work (hands‑on)
- Strong product intuition (dispatch, booking flows, routing logic)
- High urgency and ownership
- Willingness to relocate or travel frequently to Davao
Nice to Have
- SQL
- Experience with wellness, beauty, gig economy, or service marketplaces
- Experience with AI tools (ChatGPT, Claude)
- Compensation/incentive design experience
What You’ll Get
- Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
- Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
- Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
- Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.