Job Purpose

The Department Manager provides both strategic direction and day-to-day leadership for a defined operational function (e.g., Citation Building, QA & Completion). Reporting to the Operations Manager, this role connects wider business goals with effective, high-quality delivery at team level.

You will lead and support a group of Supervisors, helping them to develop, perform, and deliver consistently strong outcomes for our clients. You will focus on building a collaborative, high-performing environment, improving processes, and ensuring your department contributes positively to the wider BrightLocal operation in the Philippines.

Scope of Duties and Responsibilities

The Employee is expected to perform the following duties and responsibilities, which may evolve in line with business needs and in accordance with applicable Philippine labor laws:

Core Responsibilities

Leadership & Development

• Lead, coach, and support Supervisors to effectively manage their teams.

• Foster a culture of learning, accountability, and continuous improvement.

• Support Supervisors in developing their leadership capability and confidence.

Performance & Delivery

• Oversee departmental performance across key metrics such as SLAs, quality, output, and accuracy.

• Work with Supervisors to set clear expectations and provide support to achieve team targets.

• Ensure fair and consistent performance management practices.

Collaboration

• Work closely with other Department Managers to ensure smooth workflow across teams.

• Promote open communication and shared accountability across the operation.

Process Improvement

• Identify opportunities to improve workflows, reduce inefficiencies, and enhance quality.

• Support the resolution of operational challenges, including escalations where needed.

• Encourage a mindset of continuous improvement within your department.

Reporting & Insights

• Provide clear, data-informed updates to the Head of Operations on team performance, risks, and opportunities.

• Use insights to support planning, prioritisation, and decision-making.

Role-Specific Responsibilities

Performance Reviews

• Conduct regular check-ins and structured reviews (e.g., weekly/monthly) with Supervisors.

• Support the creation and follow-through of development and performance plans.

Operational Oversight

• Monitor daily performance and support Supervisors in managing workload and priorities.

• Ensure service levels and turnaround times are met in a sustainable and compliant way.

Data & Planning

• Use reporting tools (e.g., PowerBI) to understand trends, plan capacity, and allocate resources effectively.

• Anticipate changes in demand and support workforce planning accordingly.

Quality Management

• Promote high-quality standards and support initiatives to reduce recurring errors.

• Encourage root-cause thinking and long-term solutions over short-term fixes.

Administrative Support

• Review and approve relevant operational requests (e.g., scheduling, overtime, performance reviews) in line with company policy and local regulations.

Performance Standards

Performance will be assessed based on a balanced view of outcomes, behaviours, and leadership impact, including:

Quality & Continuous Improvement: Reduction in recurring errors and improvement in quality outcomes.

Service Delivery: Consistent achievement of SLAs through effective planning and team support.

Operational Efficiency: Responsible use of resources, including headcount and overtime, in line with business needs.

Collaboration: Positive contribution to cross-team workflows and overall operational success.

Leadership & Engagement: Development, retention, and engagement of Supervisors and their teams.

Business Impact: Contribution to departmental and company-wide goals, communicated clearly through reporting.

Required Skills, Qualifications, and Experience

Minimum Qualifications

Experience

• At least 5 years of experience in a tech or operations environment.

• Minimum 3 years in a people management or supervisory role.

Technical Skills

• Strong proficiency in Excel or Google Sheets (e.g., pivot tables, lookups, data handling).

• Experience using CRM or workflow systems (e.g., Zendesk, Salesforce, or similar).

• Familiarity with collaboration tools (Google Workspace, Slack/MS Teams).

• Ability to interpret and explain performance data and reports.

Core Capabilities

Data-Informed Decision Making: Ability to use data to understand performance and guide improvements.

Planning & Organisation: Experience with capacity planning and managing workloads effectively.

Problem Solving: Structured approach to identifying root causes and implementing sustainable solutions.

Process Improvement: Ability to review, document, and enhance workflows and SOPs.

Performance Management: Experience setting expectations, monitoring progress, and supporting improvement.

Key Competencies

Developing Others: A genuine commitment to supporting the growth and success of others.

• Ownership & Accountability: Takes responsibility for outcomes while creating a supportive environment for teams to succeed.

• Collaboration: Works effectively across teams, prioritising shared goals over individual silos.

• Communication: Able to communicate clearly and constructively with both team members and senior stakeholders.

• Adaptability: Remains calm and effective in a fast-changing environment.

Additional Notes

• Duties may be reasonably adjusted based on business requirements, in line with Philippine labor laws and company policies.

• The role is expected to operate in a way that reflects BrightLocal’s values, including transparency, respect, and continuous improvement.