Operations Team Lead

Company: Virtual Business Integrator, Inc. (VBI)
Industry: B2B / Business Services
Department: VBI Service Delivery
Reports to: Service Delivery Manager
Location: Remote (Philippines-based)
Employment Type: Full-time

Schedule: Mid-shift availability require

About Virtual Business Integrator, Inc.
Virtual Business Integrator, Inc. (VBI) helps businesses build exceptional remote teams by connecting them with highly skilled professionals who drive meaningful results. We specialize in recruitment, staffing, and operational support, enabling our clients to scale efficiently with the right people in the right roles.
At VBI, we believe that hiring is more than filling vacancies—it’s about creating long-term partnerships between talented professionals and growing businesses. We value ownership, integrity, collaboration, and continuous improvement, and we’re looking for team members who share those values.

About the Role

This role owns the operating system that keeps VBI’s member journeys executing on time and to standard. This role turns Service Delivery priorities into clear owners, deadlines, workflows, handoffs, data, reporting, and corrective actions across Tier 1, Tier 2, and future Tier 3 journeys.

Success means Service Delivery leadership has accurate visibility into journey health, commitments are completed on time, handoffs do not fall through gaps, operational data remains reliable, and recurring delivery problems are converted into documented process improvements. This role does not own member coaching, support resolution, retention analysis, curriculum, technology builds, or financial decisions. It owns the operational coordination and follow-through required to keep those functions aligned and moving.

Key Responsibilities

• Run daily and weekly Service Delivery operating cadence.
• Convert priorities into owners, deadlines, and ClickUp tasks.
• Track commitments through completion, reassignment, or escalation.
• Monitor journey milestones, handoffs, risks, and delays.
• Maintain visibility of blockers, risks, dependencies, and corrective actions.
• Deliver weekly journey-health reports and operating-review agendas.
• Build and maintain SOPs, workflows, checklists, and process standards.
• Maintain accurate operational data across VBI systems and trackers.
• Implement at least one approved process improvement monthly.
• Escalate major risks and unresolved issues within one business day.

Required Qualifications

Experience & Skills

• 3+ years in operations, service delivery, program delivery, or customer success operations.
• Experience managing owners, deadlines, dependencies, and handoffs.
• Proficiency in ClickUp and Google Sheets.
• Ability to build SOPs, workflows, checklists, and trackers.
• Ability to analyze operational data and identify risks and gaps.
• Strong documentation and data-management skills.
• Familiarity with GHL, Zapier, and dashboards preferred.
• EOS experience preferred.
• Availability for VBI’s required mid-shift schedule.

Mindset & Execution Style

• Turn decisions into clear owners, actions, and deadlines.
• Follow commitments through to completion or escalation.
• Surface risks before they impact members.
• Resolve routine issues within defined authority.
• Use data and evidence to identify problems and solutions.
• Challenge unclear ownership and incomplete handoffs.
• Build repeatable systems instead of relying on workarounds.

Success Metrics

• Operational commitments completed on time: 95%+
• Critical handoffs documented and accepted within SLA: 95%+
• Required operational data complete and current: 98%+
• Weekly journey-health reports delivered on schedule: 100%
• Meeting decisions and action items documented within 24 hours: 100%
• Major blockers escalated within one business day of identification: 100%
• Corrective actions assigned an owner and due date: 100%
• Approved process improvements implemented: Minimum 1 per month

Scope & Accountability

This role owns:

• Service Delivery operating cadence
• Commitment and action tracking
• Cross-functional handoff visibility
• Operational process documentation
• ClickUp and tracker structure
• Operational data completeness
• Journey-health reporting
• Corrective-action follow-through
• Continuous-improvement implementation

This role coordinates with, but does not replace:

• Journey Leads: Member stage progression and milestone completion
• Member Support: Tickets, concerns, resolution SLAs, and support knowledge base
• Member Success & Retention Data: Progress tracking, at-risk queues, renewal readiness, and wins data
• Pods & Accountability: House, Clan, and pod operations
• Member Community & Engagement: Community and engagement activities
• Program & Product: Curriculum, frameworks, and learning assets
• BizOps Tech: Technical systems and automation builds
• Finance / FP&A: Billing, budgeting, forecasting, profitability, and financial analysis

Cross-Functional Collaboration

• Journey Leads: Align priorities, milestones, commitments, risks, and journey-stage handoffs.
• Onboarding, Intensive Calls, Coaching, and Post-Intensive teams: Close operational dependencies and ensure required handoffs are completed.
• Pods & Accountability: Verify required member placement and journey-stage updates.
• Member Support: Convert recurring support issues into process, workflow, or documentation improvements.
• Member Community & Engagement: Align operational requirements with member communications and engagement schedules.
• Member Success & Retention Data: Review milestone coverage, at-risk signals, interventions, renewal-readiness indicators, and wins data.
• Program & Product: Route journey feedback requiring curriculum or framework changes.
• BizOps Tech / Data & Performance Insights / Business Analyst: Coordinate approved automation, reporting, dashboard, access, and system requirements.
• Finance / FP&A: Route billing and financial issues and track the operational handoff through closure.

Accountability Cadence

Daily

• Review overdue commitments, journey-stage delays, incomplete handoffs, risks, and blockers.
• Follow up with owners on missing actions and required tracker updates.
• Maintain the blockers, risks, decisions, and corrective-actions log.
• Escalate confirmed high-impact delivery risks.

Weekly

• Run the Service Delivery operations review.
• Review journey-health metrics, commitments, blockers, and risks with Journey Leads and function owners.
• Deliver the journey-health report and scorecard inputs.
• Document decisions, owners, priorities, and deadlines within 24 hours.
• Audit ClickUp and required operational trackers for completeness and accuracy.

Monthly

• Analyze recurring blockers, SLA failures, handoff gaps, and process breakdowns.
• Implement at least one approved process improvement.
• Measure adoption and effectiveness of updated SOPs, workflows, checklists, or templates.
• Remove or update outdated operational documentation.

Per Journey Cycle

• Verify required milestones, handoffs, records, and completion criteria are closed.
• Facilitate the post-cycle operational review.
• Convert lessons learned into assigned process improvements.
• Update affected SOPs, process maps, checklists, templates, or ClickUp workflows.

Employment Type

Full-Time | Remote

Pay: Php22,981.94 - Php40,000.00 per month

Benefits:

• Work from home

Application Question(s):

• What's your expected monthly basic salary?

Experience:

• Operations Team Leader: 1 year (Preferred)

Work Location: Remote