Role Purpose

Lead operational execution for a designated GDC site, ensuring high-volume support delivery meets productivity, Service Level Agreement (SLA) attainment, quality, and client experience targets.

Serve as the site’s operational leader for support execution, aligning local delivery to globally standardized support models and governance.

Key Responsibilities

Strategic Delivery & Governance

• Design and continuously improve operating structures that enable scalable, efficient support delivery

• Provide quarterly, biannual, and annual GDC performance reporting to the Senior Leadership Team and Executive Leadership Team

• Partner with internal stakeholders on strategic planning (e.g., capacity planning, compensation and salary bands, promotion glidepaths, and long-term scaling)

Support Delivery Management

• Lead day-to-day support operations for assigned teams and product portfolios

• Deliver against service levels, productivity targets, and quality standards

• Oversee escalations, staffing alignment, and operational readiness

Team Leadership

• Lead managers, team leads, and support staff within the GDC

• Develop leadership capability and strengthen operational maturity across the site

• Improve engagement and retention through coaching and performance management, with awareness of relevant statutory and employee-relations considerations

• Promote a culture of accountability, learning, and operational excellence

Workforce Coordination

• Partner with Workforce Management to drive scheduling, forecasting, capacity planning, and queue balancing

• Ensure adequate coverage across business hours and regions

Standardization & Process Execution

• Execute globally defined workflows and support standards

• Maintain consistent ticket handling, escalation management, and Quality Assurance (QA) adherence

• Identify gaps and implement continuous improvements

AI & Knowledge Adoption

• Enable rollout of AI-assisted support capabilities

• Reinforce knowledge-centered support practices and content hygiene

• Drive adoption of agent-assist and automation tools

Key Performance Indicators (KPIs)

• SLA attainment

• Cases handled per agent

• Queue backlog health

• QA scores

• Escalation aging

• Employee retention and engagement

• Productivity and utilization

Ideal Experience:

• 7+ years in technical support or operations leadership

• Experience managing large support teams in a high-volume environment

• Strong operational discipline and KPI management

• Demonstrated ability to collaborate and influence across internal, external, regional, and global stakeholders in matrix environments

• Experience in global delivery or offshore support environments, including cross-geo coordination and flexibility to support early/late coverage when needed

• Willingness to travel internationally as business needs arise

• Familiarity with operating and team effectiveness frameworks (e.g., Responsible, Accountable, Consulted, Informed and prioritization/decision frameworks) is advantageous

• Familiarity with enterprise support platforms (e.g., Salesforce, Zendesk, Freshdesk) preferred

Benefits:

• Career growth opportunities in a diverse and supportive work environment.

• Competitive Salary Package

• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)

• Hybrid Working Arrangement (2 days WFH)

• HMO coverage with free dependent upon hire.

• Free 24/7 access to our office gyms (Ortigas and Makati)

• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)

• Plus, additional benefits

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!