Operations Manager - Virtual Assistants (Philippines)

Job Description

We are seeking an experienced Operations Manager to lead our outsourced Virtual Assistant (VA) team in the Philippines for a US-based ticket brokerage. This role focuses on optimising ticket purchasing, fulfilment, and other team admin functions to drive efficient operations. You will report directly to the COO and collaborate on strategic objectives to scale our business.

• Oversee daily operations of the VA team, including ticket purchasing, order fulfilment, inventory management, and customer support.
• Manage team performance: Recruit, onboard, and lead a team of VAs; create shift schedules to cover US time zones (e.g., evenings/nights in PH); develop and deliver training programs on ticket brokerage processes, tools, and best practices.
• Liaise with the COO on operational goals, KPIs (e.g., fulfilment speed, error rates, ticket acquisition success), and process improvements.
• Design and implement efficient workflows, SOPs, and automation for ticket sourcing, verification, and resale to minimize risks and maximize profitability.
• Monitor team productivity using metrics and tools; conduct performance reviews and address issues promptly.
• Handle escalations, vendor relations, and crisis management for high-demand events.
• Foster a collaborative remote culture through regular check-ins, team-building, and tools like Slack.

Requirements

• Must be located in the Philippines with excellent English proficiency for seamless communication.
• 4-5+ years of experience in operations management at a US-based ticket brokerage or similar resale industry.
• Proven track record in ticket fulfillment, team management, shift planning, training development, and process creation.
• Strong understanding of the US ticket market, including event sourcing, pricing strategies, and platform integrations.
• Experience managing remote/outsourced teams, with skills in performance tracking, motivation, and scaling operations.
• Proficiency in relevant tools (e.g., Google Workspace, project management software like Click Up, Slack).
• Ability to work flexible hours to align with US business needs.

Benefits

• Must be located in the Philippines with excellent English proficiency for seamless communication.
• 2+ years of experience in operations management at a US-based ticket brokerage or similar resale industry.
• Proven track record in ticket fulfilment, team management, shift planning, training development, and process creation.
• Strong understanding of the US ticket market, including event sourcing, pricing strategies, and platform integrations.
• Experience managing remote/outsourced teams, with skills in performance tracking, motivation, and scaling operations.
• Proficiency in relevant tools (e.g., Google Workspace, project management software like Click Up, Slack).
• Ability to work flexible hours to align with US business needs.