Pipeline Operations Manager

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Take ownership of the daily management of Wing's active pipeline.

• Ensure comprehensive visibility of every account and requirement from Sales handoff to successful launch.

• Guarantee that each pipeline item has a defined status, owner, next action, and expected completion date.

• Keep an eye on accounts that are stalled, delayed, blocked, or at risk, and proactively follow up.

• Conduct daily reviews of pipeline health to identify aging accounts, capacity challenges, and bottlenecks.

• Collaborate with Sales, Customer Success, Talent Acquisition, Staffing, Onboarding, Training, Operations, Product, Finance, and support teams.

• Review closed accounts to validate operational requirements, staffing needs, timelines, and special conditions.

• Oversee recruitment and staffing progress, including candidate availability, interviews, selections, replacements, and pending decisions.

• Track client decisions and coordinate interventions when responsiveness hampers fulfillment.

• Monitor onboarding and launch readiness, encompassing staffing, documentation, equipment, access, training, schedules, and client requirements.

• Act as the primary operational escalation point for pipeline-related concerns and monitor their resolution.

• Establish and enforce pipeline SLAs, holding stakeholders accountable and escalating repeated breaches.

• Generate weekly and monthly pipeline health reports with recommendations and actions for leadership.

• Continuously assess and enhance workflows, handoffs, CRM architecture, automation, SLAs, escalation paths, and ownership matrices.

⛳️ Requirements

• Extensive experience in operations, program management, revenue operations, staffing operations, customer success operations, or comparable environments.

• Proven ability to manage intricate workflows that involve multiple departments.

• Strong analytical and problem-solving abilities.

• Comfortable navigating high-volume operational pipelines.

• Solid understanding of SLAs, workflow management, escalation management, and process optimization.

• Excellent stakeholder management skills and follow-through.

• Capability to constructively challenge teams and drive accountability.

• Proficient in written and verbal communication.

• Experience with CRM, project management, reporting, and workflow management platforms.

• Ability to interpret operational data and translate findings into actionable recommendations.

• Willingness to travel to the Philippines as needed.

• Preference for candidates with experience in BPO, outsourcing, staffing, recruitment, SaaS, or service-oriented organizations.

• Preferred experience in managing client implementation or fulfillment pipelines.

• Experience working across Sales, Recruitment, Customer Success, and Operations is advantageous.

• Familiarity with HubSpot, ClickUp, Power BI, or similar systems is preferred.

• Experience in designing SLAs, dashboards, workflow automation, or operational governance is a plus.

• Mastery of Excel, including advanced functions, pivot tables, macros, and financial modeling techniques.

• Deep understanding of business operations and financial management.

• Previous experience in a high-growth startup environment or similar fast-paced setting.

• Willingness to work non-traditional hours, including potential graveyard/night shifts.

🏝️ Benefits

• Competitive compensation package and benefits.

• Flexible, remote work arrangement that supports work-life balance.

• Significant salary appraisal after 12 months.

• Direct collaboration with the CEO and senior leadership.

• A challenging, dynamic role in a rapidly growing multinational company.