Operations Manager II (AI)

Location: Cebu City, Philippines. Onsite during the first 90 days of training, followed by a hybrid setup from the fourth month with two onsite days per week. Fixed graveyard shift supporting US business operations.

Company

hirify.global is a global SaaS technology company developing software, data, and AI-driven solutions for the real estate industry.

What you will do

• Own operational execution across multiple functions and ensure performance against SLAs, KPIs, CSAT, quality, productivity, and financial targets.
• Lead workforce planning, resource optimization, staffing strategies, succession planning, and employee engagement.
• Coach and develop Operations Assistant Managers and Team Leads while conducting talent reviews, performance calibration, and leadership development.
• Analyze operational trends, identify risks and bottlenecks, and lead Lean, Kaizen, Six Sigma, and continuous improvement initiatives.
• Manage high-impact customer escalations and collaborate with Product, Engineering, Workforce Management, Training, Customer Experience, Technical Coaching, Transformation, and IT teams.
• Lead AI-enabled operational solutions, strategic cross-functional projects, automation initiatives, and organizational change programs.

Requirements

• Bachelor's Degree required.
• 7+ years of experience in Customer Support, SaaS Operations, Technical Support, or Business Operations.
• At least 5 years of people leadership experience and experience managing multiple leaders.
• Strong background in operational excellence and customer operations, with demonstrated experience leading organizational change.
• Advanced coaching and leadership development, organizational planning and talent management, strategic decision making, performance management, executive communication, and change leadership.
• Budget and resource planning, workforce optimization, operational analytics, risk assessment, continuous improvement methodologies, and program and project management.
• Advanced Microsoft Office Suite skills and experience with Salesforce, Smartsheet, Zendesk, Jira, and Power BI or equivalent reporting tools.
• Intermediate SQL, basic to intermediate Python scripting, data analysis, operational reporting, automation platforms, and low-code/no-code technologies.
• Knowledge of AI productivity platforms, prompt engineering, AI-assisted workflow design, AI governance, responsible AI usage, data privacy, and evaluation of AI solutions for operational efficiency.
• Ability to identify processes suitable for AI automation and lead AI adoption and change management initiatives.
• Executive presence, strong analytical thinking, customer-centric mindset, emotional intelligence, influencing without authority, cross-functional collaboration, excellent presentation and communication skills, and strategic problem solving.

Nice to have

• Master's Degree in Business Administration, Information Technology, Operations Management, or Industrial Engineering.
• Lean Six Sigma certification.

Culture & Benefits

• Complimentary meals while working in the office.
• Day 1 HMO coverage with up to two free dependents, life insurance, and a retirement savings plan.
• Paid time off, company holidays, and a leave conversion program.
• Wellness reimbursement of up to PHP 5,000 per year.
• Tuition reimbursement of up to PHP 40,000 for approved education and professional development programs.
• Learning, development, and upskilling opportunities.