Job Opportunities API

Role Overview: The General Manager (GM) - Manila is the senior-most leader for the Manila site, responsible for positioning the location as a high-performing, strategic hub that delivers measurable business impact, exceptional customer outcomes, and a strong employee experience. This role serves as the primary bridge between Manila and U.S.-based leadership, operating in a highly matrixed environment where all employees (~120) report into U.S. functional leaders. The GM provides site-level leadership, alignment, and influence to ensure Manila operates with consistency, accountability, and strategic clarity. The organization operates in a highly matrixed environment, where most team members report into global functional leaders. The GM will succeed through influence, strong stakeholder management, and executive presence rather than direct authority. Key Responsibilities: 1. Site Leadership & Strategic Impact · Serve as the senior representative and face of the company in Manila, reinforcing company culture, values, and connection to the broader organization · Act as the local subject matter expert on the Manila market, including labor laws, talent landscape, and employment practices; advise U.S.-based leaders to enable informed hiring, management, and organizational decisions · Translate global company goals into clear, executable site-level priorities, ensuring alignment while maximizing local impact · Drive Manila’s evolution from a delivery center to a strategic capability hub, identifying opportunities to expand scope, complexity, and ownership of work · Establish and maintain strong relationships with local partners, universities, government entities, and vendors to support compliance, brand presence, and long-term talent pipelines · Lead site-wide engagement efforts, including quarterly all-hands meetings, recognition programs, and initiatives that reinforce culture and celebrate Manila’s contributions · Facilitate regular leadership forums (e.g., monthly roundtables) to align Manila team leads with U.S. leadership, track priorities, and surface risks and opportunities · Represent Manila in executive forums (ELT/SLT), ensuring visibility, advocacy, and alignment with broader company strategy 2. Cross-Functional Leadership & Alignment · Operate as a high-influence leader in a dotted-line environment, ensuring alignment across U.S.- based functional leaders and Manila-based teams · Partner with global leaders (Sales, Customer Success, Operations, HR) to drive consistent execution and shared accountability for outcomes · Lead site-level forums (e.g., leadership roundtables) to align priorities, track performance, and surface risks and opportunities · Act as a cultural and operational bridge, ensuring effective communication and collaboration across geographies 3. Operational Excellence & Customer Outcomes · Drive performance against key operational and customer metrics (e.g., CSAT, NPS, SLA adherence, productivity) · Identify and resolve systemic issues impacting delivery, partnering cross-functionally to implement scalable solutions · Support revenue and customer success leaders in improving adoption, retention, and expansion across customer segments · Partner with executive and senior leaders to ensure Manila operations consistently deliver high- quality, reliable outcomes aligned to business expectations 4. People, Culture & Engagement · Foster a high-performing, engaged, and inclusive site culture aligned with values · Provide guidance and coaching to local team leads to strengthen leadership capability and consistency · Partner with HR and U.S. leaders to support talent development, career pathing, and internal mobility · Serve as a trusted escalation point, balancing local context with global standards and policies · Drive initiatives that improve engagement, retention, and overall employee experience 5