About the job Head of Operations & Partner Success
About Sharesource:
We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses.
https://www.sharesource.com.au/
THE OPPORTUNITY
We are a high-growth international company providing premium teams to clients in Australia and North America.
We are driven by a single purpose: To Democratise Opportunities. We believe talent is everywhere, but opportunity is not. We exist to bridge that gap.
Our vision is bold: over the next decade, we aim to grow to 2,500 people across 10 countries. We are looking for an operational leader who can build the foundation to get us there.
THE MISSION
Deliver Operational Excellence. Retain Happy Partners. Engineer the Culture.
You will wear three strategic hats:
Head of Operations: You own the engine—Recruitment, HR, Payroll, and Compliance.
Head of Partner Success: You are the senior advocate for our clients, ensuring they receive world-class value.
The Culture Architect: You don't just "protect" the culture; you build the systems and rituals that make it thrive at scale.
Strategic Advisor: Contribute to company-wide strategy, bringing frontline operational insight into decisions about markets, services, pricing, and expansion.
WHAT YOU WILL DELIVER (The Scoreboard)
You will be accountable for specific outcomes:
Client Retention & NPS: You own the ultimate happiness of our partners.
Employee Engagement (eNPS): You will maintain a high Employee Net Promoter Score. If the team isn't happy, the client won't be either.
Issue Resolution Speed: When a problem arises, you fix it fast. You will track and improve our speed of resolution.
Operational Compliance: 100% compliance in payroll, government reporting, and labor laws across PH and VN.
Talent Retention: Keep "First Year Churn" low by perfecting the recruitment and onboarding experience.
CORE RESPONSIBILITIES
1. Operationalizing Culture (The "Rhythm")
Own the Meeting Rhythms: You are responsible for the quality and consistency of our Daily Huddles and Weekly Meetings. You ensure they are high-energy and productive, not just "status updates."
Values Alignment: You will build recognition systems where staff are rewarded specifically for demonstrating our values (e.g., "Being Proactive" or "Making an Impact").
Quarterly Themes: You will drive the quarterly operational themes that align the entire team around a single goal.
2. Strategic Partner Success
Escalation Management: You are the "fixer" for our key clients in AU/North America. You proactively intervene to turn around at-risk accounts.
Crisis Management: Lead high-risk client or people situations with calm authority, protecting both partner relationships and company reputation.
Reputation Protection: Ensure issues are resolved in a way that strengthens long-term trust, even in difficult situations.
Client Education: Help our Western clients become better leaders for their offshore teams, bridging the cultural gap to ensure long-term success.
Executive Relationships: Act as a trusted advisor to Founders, CEOs, and Senior Leaders of client organisations, helping them scale offshore teams with confidence
Board & Executive Reporting: Provide clear, structured updates to the CEO and leadership team on operational health, risks, and growth levers across regions.
3. Process & Compliance
Recruitment Engine: oversee the pipeline to ensure we find "A-Players" quickly.
Risk Management: Oversee the HR & Legal teams to ensure our operations in PH and VN are compliant and secure.
Data Scoreboards: Maintain the weekly dashboard tracking Compliance Health, Churn, and NPS.
4. Change, Scale & Transformation
Scaling Playbooks: Design and continuously refine playbooks for onboarding, delivery, escalation, and people management as the business scales across countries.
Change Leadership: Lead teams through periods of growth, change, and ambiguity with clarity, empathy, and decisiveness.
Future-State Design: Anticipate future operational needs as headcount, clients, and geographies expand.
5. Commercial & Growth Enablement
Revenue Protection & Expansion: Partner closely with Sales and the CEO to retain, expand, and deepen key client relationships, including identifying upsell and expansion opportunities within existing accounts.
New Client Transition: Own the post-sale handover and early delivery phase for new clients, ensuring a seamless transition from sale to steady-state operations.
Referral Enablement: Build systems and moments that naturally generate client referrals through exceptional delivery and partner advocacy.
WHO YOU ARE (Our DNA)
We hire for values first. You must naturally align with our 5 Core Principles:
Fair, Honest, and Open: You speak the truth, even when it is uncomfortable. Radical candor is your default.
Be Proactive: You see problems on the horizon and fix them before they arrive.
Create Value for Stakeholders: You balance the needs of the client, the staff, and the business to find the win-win.
Make a Social Impact: You are motivated by our purpose to democratise opportunities.
Have Fun: You bring energy and joy to the workplace.
This role is a core member of the executive leadership team and plays a critical role in shaping the companys growth, reputation, and long-term success.
Youll be a great fit if:
You have 10+ years of experience in operations, business management, or general management roles in service-based, consulting, recruitment, or outsourcing environments.
You are a transformational, people-first leader who inspires trust, builds strong teams, and creates a culture where individuals feel empowered to perform at their best.
You are a strategic thinker who can also execute hands-on when needed
You have proven experience in strategic management, translating vision into clear plans and driving both teams and clients toward measurable success.
You have led cross-functional operational teams that keep the business running smoothly behind the scenes.
You have experience working within multinational or globally distributed environments, confidently navigating cultural diversity and cross-border collaboration.
You communicate with clarity and influence, building strong relationships with stakeholders at all levels.
You are comfortable with ambiguity and thrive in fast-growing or startup environments
What you gain beyond the role:
Remote + Hybrid Flexibility: Enjoy the best of both worlds—collaborative office days when it counts, balanced with the freedom to work from home.
Achieve Work-Life Balance and Flexibility: Work in an environment where youre trusted and empowered to work independently, while still having the support you need to deliver your best. Here, flexibility isnt just a perk—its how we help you perform at your best, without sacrificing life outside of work.
Open Culture: Your voice matters, we encourage proactive communication and fresh ideas.
Supportive Team: From your very first day to every career milestone, weve got your back—with long-term growth and projects you can truly thrive in.
Learn and Grow: Training, coaching, and international opportunities to level up your skills and career
Be part of a B-Corp company that puts people and planet first while creating meaningful impact.
Please note: This role is remote; however, we require candidates to be based locally in the Philippines. This is to support occasional onsite activities such as team events, client meetings, or equipment handover. Additionally, local residency is necessary for compliance with Philippines labor laws and employment regulations.
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Why work for Sharesource?
Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world!
Our 5 Values:
Make a social impact: We balance our work for client teams and for society by constantly making a positive impact.
Be proactive: We encourage brave thinking and continuous improvement, and drive change through action.
Create value: We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities.
Be fair, open and honest: We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements.
Add fun, passion and love: We prioritise fun and passion, fostering higher engagement and a positive can-do attitude.
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What to Expect in the Process?
Youll go through 3–4 interviews plus a possible assessment with our client partner. This includes an initial chat, a culture-fit interview, and 1–2 conversations with our awesome client. The whole process usually takes 1–2 weeks, but well let you know if things need to move quicker.
Our best advice? Be yourself and enjoy the conversations. Well keep you updated every step of the way, and youre always welcome to reach out for updates anytime.
If all goes well, well complete reference checks and requirements quickly—so we can get that job offer to you without delay.
We would be grateful if you have these already:
Fit to Work/Health Card (Basic 5 employment medical tests)
NBI Clearance
Social IDs - PHIC, SSS, HDMF, TIN
Character references with contact info
At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.