Business Support Manager

BUSINESS SUPPORT MANAGER

Business Operations | Project Management | Cross-Functional Support

Department: Business Support / Operations Reports to: Senior Manager of Operations or Country Manager Location: BGC, Taguig Work Setup: Hybrid – onsite at least 3 days a week; 5 days a week during peak weekends throughout the year Schedule: US time zone hours, including weekends Employment Type: Full-time

ABOUT THE ROLE

We are looking for a highly organized, proactive, and results-driven Business Support Manager to oversee business support functions and ensure the efficient execution of operational activities across the organization.

This role is responsible for managing multiple support functions, strengthening internal processes, improving operational efficiency, and ensuring that business initiatives and projects are delivered on time and according to expectations.

The ideal candidate is not just an experienced people manager but, more importantly, a strong project manager who can translate business objectives into actionable plans, establish timelines, coordinate cross-functional teams, monitor progress, and drive projects toward successful completion.

The Business Support Manager will work closely with US-based management and internal stakeholders, serving as a key link between the Philippine operations and headquarters. The position requires strong ownership, sound judgment, analytical thinking, and the ability to manage both day-to-day operations and longer-term business improvement initiatives.

Project management experience is NON-NEGOTIABLE. We need someone who can independently manage projects, anticipate challenges, follow through on commitments, and ensure that initiatives do not stall due to poor coordination or lack of accountability.

KEY AREAS OF RESPONSIBILITY

1. Business Operations & Support Management

• Oversee the day-to-day operations of assigned business support functions, ensuring that activities are performed efficiently and in accordance with company standards.
• Establish, implement, and continuously improve operational policies, procedures, workflows, and internal controls.
• Identify operational gaps, inefficiencies, and recurring challenges, and develop practical solutions.
• Ensure that all teams have clear responsibilities, priorities, and performance expectations.
• Coordinate with other departments to ensure smooth business operations and timely resolution of operational concerns.
• Maintain operational readiness and ensure adequate support coverage during regular operations and peak business periods.

1. Project Management & Implementation — NON-NEGOTIABLE

• Lead and manage business projects from initiation and planning through execution, monitoring, and completion.
• Develop comprehensive project plans, including objectives, scope, deliverables, milestones, timelines, resource requirements, and assigned responsibilities.
• Coordinate with internal teams, department heads, and US-based stakeholders to ensure project alignment and timely execution.
• Monitor project progress and ensure that deliverables are completed within agreed timelines and quality standards.
• Proactively identify project risks, bottlenecks, dependencies, and potential delays, and implement appropriate corrective actions.
• Conduct regular project status meetings and provide clear, data-driven progress reports to management.
• Establish accountability among project owners and stakeholders to ensure that commitments are fulfilled.
• Manage multiple projects simultaneously without compromising quality, timelines, or operational requirements.
• Document project outcomes, lessons learned, and recommendations for future improvements.
• Ensure that approved initiatives are fully implemented and adopted by the concerned teams.

1. Customer Support & Service Operations

• Oversee customer support operations and ensure timely, accurate, and professional handling of customer inquiries and concerns.
• Establish and monitor service standards, response times, resolution times, customer satisfaction, and ticket backlogs.
• Review existing support policies, procedures, and communication templates to ensure consistency and efficiency.
• Coordinate with Customer Success, Product, Marketing, and other relevant departments to resolve recurring customer issues.
• Identify opportunities to improve customer experience through process enhancements, automation, and better resource allocation.

1. Refunds, Billing & Administrative Oversight

• Oversee the end-to-end refund and billing support processes, ensuring accuracy, proper documentation, and compliance with company policies.
• Review refund requests and ensure that approvals are consistent with established guidelines.
• Monitor refund trends, discrepancies, and recurring issues and coordinate with Finance and Operations to address root causes.
• Ensure proper tracking, reconciliation, and reporting of transactions and operational adjustments.
• Recommend improvements to administrative and financial support workflows.

1. Event & Weekend Operations Support

• Oversee business support activities related to scheduled live events and weekend operations.
• Ensure operational teams are properly coordinated and that assigned responsibilities are fulfilled before, during, and after events.
• Monitor event readiness and ensure that potential technical, logistical, and operational issues are escalated promptly.
• Coordinate with Project Managers, Logistics, Engineering, Event Directors, and other stakeholders to resolve operational concerns.
• Ensure that all incidents, escalations, and resolutions are properly documented.
• Lead pre-event briefings and post-event reviews to identify improvement opportunities.

1. People Management & Team Development

• Lead, mentor, and develop team leaders, supervisors, and support personnel.
• Establish clear individual and team performance expectations.
• Conduct regular coaching sessions, performance reviews, and development discussions.
• Monitor attendance, productivity, work quality, and adherence to established procedures.
• Identify training requirements and implement development initiatives to improve team capabilities.
• Recommend appropriate recognition, performance improvement plans, and corrective actions when necessary.
• Promote a culture of accountability, ownership, collaboration, and continuous improvement.

1. Reporting, Analytics & Performance Management

• Prepare and present regular operational reports covering team performance, project progress, customer support metrics, and business support activities.
• Develop and maintain dashboards and tracking tools to monitor operational and project performance.
• Analyze trends, identify recurring issues, and recommend data-driven solutions.
• Monitor whether projects and operational initiatives are delivering their intended results.
• Provide management with timely updates on accomplishments, outstanding deliverables, risks, and areas requiring intervention.
• Ensure that reports are accurate, complete, and submitted within established deadlines.

1. Stakeholder Management & Cross-Functional Coordination

• Serve as the primary coordination point between Philippine-based operations and US headquarters for assigned business support functions.
• Work closely with Finance, Human Resources, Customer Success, Product, Engineering, Logistics, and other departments.
• Facilitate cross-functional discussions to align priorities, resolve dependencies, and move projects forward.
• Attend management and stakeholder meetings, ensuring that action items are properly documented, assigned, and completed.
• Communicate operational updates, project developments, and business concerns clearly and professionally.
• Build productive working relationships with internal and external stakeholders.

1. Process Improvement & Business Development Support

• Evaluate existing processes and recommend improvements to increase productivity, reduce costs, and improve service delivery.
• Identify opportunities for automation, technology adoption, and workflow optimization.
• Support the implementation and testing of new systems, tools, and operational initiatives.
• Ensure that process changes are properly communicated, documented, and adopted by concerned teams.
• Collaborate with management in developing and implementing business strategies and operational improvements.

QUALIFICATIONS:

• Bachelor's degree in Business Administration, Management, Operations Management, Project Management, or a related field; equivalent professional experience may be considered.
• At least 5 years of experience in business operations, business support, project management, or a related management function.
• Demonstrated and substantial experience in project management is mandatory. Candidates must have independently managed projects from planning through implementation and completion.
• Proven ability to manage multiple projects simultaneously, including timelines, deliverables, resources, dependencies, and stakeholder expectations.
• Experience leading cross-functional teams and coordinating with different departments or business units.
• Experience managing operational teams, supervisors, or team leaders.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills, particularly when dealing with international stakeholders.
• Ability to prepare project plans, progress reports, operational dashboards, and management presentations.
• Proficiency in project management and collaboration tools, Google Workspace, Slack, spreadsheets, and other productivity platforms.
• Comfortable working with US-based management and stakeholders across different time zones.
• Willingness to work onsite at least 3 days a week and accommodate peak weekend operational requirements.

Preferred Qualifications

• Experience in subscription-based businesses, technology, e-commerce, media, or live-streaming operations.
• Familiarity with project management methodologies such as Agile, Scrum, or Waterfall.
• Experience with process automation, workflow optimization, and system implementation.
• Experience managing customer support, billing, refunds, or event operations.
• Experience working with US-based companies or international business operations.
• Project Management Professional (PMP), Certified Associate in Project Management (CAPM), or other relevant certifications are an advantage.

WHAT WE OFFER

• Competitive salary package.
• Paid leaves upon regularization.
• Free HMO coverage upon regularization.
• Hybrid work arrangement.
• Career growth and professional development opportunities.
• Exposure to international business operations and cross-functional projects.
• Collaborative working environment with opportunities to contribute to business improvements and strategic initiatives.

THE IDEAL CANDIDATE

We are looking for someone who takes ownership rather than waits for instructions.

The successful candidate must be able to manage people, processes, and projects simultaneously. They should be comfortable working independently, following through on commitments, identifying problems before they escalate, and ensuring that every assigned initiative moves toward completion.

We value execution as much as strategy. Having good ideas is important, but being able to plan, implement, monitor, and deliver results is what makes this role successful.

Pay: From Php75,000.00 per month

Work Location: Hybrid remote in Taguig