Client Services and Operations Manager (WFH)

About PenbrothersPenbrothers 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 ClientOur Client is a Dubai-based remote delegation service supporting top MENA founders and VCs by helping them reclaim their time. They specialize in matching busy leaders with tech-savvy, Arabic-speaking, Middle East-based executive assistants—offering highly personalized support that enables clients to focus on high-value, strategic work. In addition to their delegation services, our Client is building a mission-driven digital brand designed to empower people to live with intention and inner freedom. Through science-backed systems, soulful coaching, and holistic support, they help individuals reconnect with themselves and create space for purpose-driven living. As their client base and global presence grow, they’re looking for a sharp and strategic Operations Manager to strengthen internal operations and drive seamless execution across teams. About the RoleOur client is looking for a Client Services and Operations Manager. This pivotal leadership role is central to scaling our remote team operations, ensuring exceptional delivery quality, and owning client success within a fast-paced startup environment. You will be instrumental in managing and mentoring our remote Executive Partners (EPs), driving their performance and ensuring client satisfaction. This role requires a blend of strategic thinking to build robust internal systems and hands-on operational leadership to swiftly resolve issues and lead client relationships from onboarding onwards. You will be responsible for maintaining clear visibility into operations through tracking tools and metrics. What you’ll doManage and mentor a remote team of Executive Partners (EPs): You will be responsible for the overall guidance and development of the remote Executive Partner team. Own task quality, client satisfaction, and daily team performance: This includes ensuring high standards of work delivered by the EPs, maintaining positive client relationships, and overseeing the team's day-to-day output. Shadow EPs and coach them to level up: You will actively observe Executive Partners in their work and provide constructive feedback and training to enhance their skills and performance. Resolve operational and performance issues swiftly: You will proactively identify and address any operational bottlenecks or performance challenges within the team to ensure smooth workflow. Lead client onboarding and relationship management: You will be the primary point of contact for new client integrations and maintain ongoing relationships to ensure their satisfaction and success with the client’s services. Build internal systems and collaborate cross-functionally with training and partnerships: This involves developing efficient operational processes and working closely with the training and partnerships teams to integrate new initiatives and optimize workflows. Maintain tracking tools, reports, and dashboards for visibility and metrics: You will be responsible for keeping essential data organized and accessible, providing clear insights into team performance and operational effectiveness. RequirementsWhat You BringHas 4+ years of experience in EA, Operations Manager, or Chief of Staff-type roles. Brings 1-2 years of experience mentoring or managing professionals in a team leadership capacity. Possesses proven stakeholder or client-facing communication experience. Is tech-fluent, comfortable with tools such as Google Workspace, Notion, Slack, Zapier, Hubspot, and Outlook. Demonstrates a work style characterized by high autonomy, being self-managed, and outcome-driven. Can align with MENA hours and is flexible for urgent needs. Communicates fluently, assertive, and proactive in English, both written and spoken. Is experienced in async, remote team environments. Thrives in change, chaos, and shifting priorities, showcasing operational agility. Excels in day-to-day oversight, tracking EP tasks, providing nudges when needed, and ensuring delivery. Knows how to level up underperformers through performance coaching. Is assertive across stakeholders and prioritizes an async-first approach to communication. Understands executive expectations and high standards, demonstrating client maturity. Builds systems rather than just putting out fires, indicating strategic operations thinking. Is proficient with tools like Notion, Slack, Trello, and Google Workspace. Has cross-timezone fluency and a strong documentation culture, essential for remote teaming. Nice-to-HavesEA Coaching: Experience in EA coaching will be valuable as you'll mentor and support a growing Executive Partner (EP) team. Onboarding & Training: Skills in onboarding and training contribute to faster EP ramp-up and delivery. Process Improvement: Ability to drive process improvement supports scale and system building. Conflict Resolution: Experience in conflict resolution helps manage client escalations diplomatically. Agency/BPO Background: Familiarity with high-accountability delivery models from an agency or BPO background is beneficial. Bonus: You've worked as a tech-savvy EA and know what great service feels likeHiring ProcessWe utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey. What You’ll GetAt Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies. 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. 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