Key Facts

Remote From:

Philippines

Category: Operations Coordinator

Full time

Senior (5-10 years)

English

Hard Skills

Customer Success Management Construction Management HR Operations Project Management Contract Management Human Resource Management HR Service Delivery Project Management Conflict Resolution Compliance Management +6 more

Other Skills

•
Team Leadership
•
Data Reporting
•
Troubleshooting (Problem Solving)
•
Coaching
•
Accountability
•
Communication
•
Multitasking
•
Time Management
•
Critical Thinking
•
Detail Oriented
•
Empathy
•
Problem Solving

Roles & Responsibilities

5+ years experience in HR and/or Client Success, with 2–3 years in a leadership role
Strong background in contractor management (independent contractors, BPO, staffing, or staff augmentation)
Proven client-facing experience with managing expectations and handling high-stakes escalations
Ability to thrive in a night-shift environment and maintain peak performance during non-traditional hours

Requirements:

Manage the end-to-end contractor lifecycle (attendance, coaching, conflict resolution) and ensure contractor agreements and internal policies are compliant and competitive
Serve as the primary liaison for high-value clients, providing real-time updates on contractor concerns, bonuses, and engagement; identify and resolve issues to prevent service disruptions
Audit and improve onboarding processes to accelerate time-to-productivity and manage multiple projects using project management tools; analyze HR metrics to deliver data-driven reports to senior leadership
Collaborate with the HR and Recruitment Manager to deliver high-quality HR operations deliverables within fast-paced timelines and ensure service delivery standards

Job description

We are seeking a high-caliber HR Operations Lead to oversee our service delivery together with our HR and Recruitment Manager. This role sits at the intersection of human resources, talent acquisition, and client success. You will be responsible for managing a diverse pool of contractors, ensuring 100% compliance with HR best practices, and acting as the primary point of contact for client escalations during high-pressure cycles. The ideal candidate is a "fixer"—someone who thrives when managing multiple moving parts and can maintain a calm, strategic head when project timelines are tight.

WHAT YOU WILL DO

HR & Contractor Management

Act as the subject matter expert on HR best practices, ensuring all contractor agreements and internal policies are compliant and competitive.
Manage the end-to-end contractor lifecycle, including attendance management, coaching, and conflict resolution.
Develop and implement retention strategies specifically tailored for a remote staffing environment.

Client Management & Project Oversight

Serve as one of the primary liaisons for high-value clients, providing real-time updates on contractor concerns, bonuses, and engagement.
Help the HR and Recruitment Manager lead HR Operations to ensure all deliverables meet quality standards despite fast-paced timelines.
Identify, troubleshoot, and resolve client or contractor issues immediately to prevent service disruptions.

Operational Excellence

Manage multiple projects simultaneously, utilizing project management tools to track health and progress.
Audit and improve onboarding processes to ensure rapid integration and time-to-productivity.
Analyze recruitment and HR metrics to provide data-driven reports to senior leadership.

Requirements

With at least five (5) years of HR and/or Client Success experience, with at least 2–3 years in a leadership capacity.
Strong background in Contractor Management (independent contractors, BPO, staffing, or staff augmentation).
Proven experience in a client-facing role where you managed expectations and handled high-stakes escalations.
Ability to thrive in a night-shift environment and maintain peak performance during non-traditional hours.
Demonstrated ability to juggle high-priority projects at once without losing attention to detail.

WHAT AN IDEAL CANDIDATE LOOKS LIKE

A "Critical Thinker": You don't just report problems; you bring three potential solutions to the table.
Process-Oriented: You love building systems that make chaos organized.
Empathetic but Direct: You can manage a team with kindness while holding them strictly accountable to KPIs.

Minimum Technical and Work Environment Requirements:

Internet Connection:

Primary internet connection with a minimum speed of 15 Mbps.
Backup internet connection with at least 10 Mbps.
Backup connection must be capable of supporting work during a power outage.

Primary Device:

Desktop or laptop equipped with at least:

Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
A minimum of 8 GB RAM.

Backup Device:

Must meet or exceed the performance of an Intel Core i3 processor.
Must be functional during power interruptions.

A functioning webcam.
A noise-canceling USB headset.
A quiet, dedicated home office space.
Peripherals and Workspace: A smartphone for communication and verification purposes.

Benefits

Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.