Penbrothers · 1 week ago
Director of Business Intelligence (Pooling)
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expPenbrothers is an HR & remote talent management partner, and they are seeking a Director of Business Intelligence to oversee marketplace operations for a leading massage-on-demand marketplace. The role involves managing provider recruitment, dispatch operations, customer reactivation, and operational improvements to enhance business performance.
Outsourcing/Offshoring
No H1B
Responsibilities
Reactivate 500–1,000 dormant providers
Recruit 200–500 new providers in underserved markets
Create and execute market-specific supply plans
Personally run outreach, follow-ups, and targeted campaigns
Lead and improve the 15-person Davao BPO dispatch/support team
Improve scripts, QA, routing accuracy, and agent KPIs
Ensure coverage and market-aware dispatch (especially in low-supply markets)
Daily standups with PH dispatch leadership
Build and execute SMS/email win back campaigns
Incentive testing and segmentation
Manage customer recovery flows
Reduce churn and strengthen retention
Reduce dispute rate
Improve dispute evidence
Fix root operational causes
Coordinate with Stripe on risk signals
Support account managers (booking flows, SLAs, client coordination)
Build KPI dashboards and reporting for corporate operations
Calculate and validate monthly AM bonuses
Maintain all operational spreadsheets (Excel & Sheets)
Build dashboards (Looker, Tableau, PowerBI, Mode)
Forecast supply/demand gaps
Build weekly Market Health Scorecards
Provide weekly insights to the CEO
Design incentive structures for AMs, providers, and BPO
Calculate monthly bonuses for AMs & ops
Ensure incentive alignment with company goals
Identify operational product improvements
Write specs for dispatch dashboard enhancements
QA internal tools and booking flows
Work closely with engineering + CEO on functional improvements
Qualification
Required
Advanced Excel & Google Sheets (expert level)
BI Tools: Looker, Tableau, PowerBI, Mode
Marketplace operations experience (Grab, Gojek, Foodpanda, Rappi, Uber, etc.)
BPO leadership (PH call center experience required)
Strong analytical and modeling skills
High English proficiency
Comfortable doing IC work (hands-on)
Strong product intuition (dispatch, booking flows, routing logic)
High urgency and ownership
Willingness to relocate or travel frequently to Davao
Preferred
SQL
Experience with wellness, beauty, gig economy, or service marketplaces
Experience with AI tools (ChatGPT, Claude)
Compensation/incentive design experience
Benefits
Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.
Company
Penbrothers
We are Penbrothers, your remote HR partner! We work with startups and SMEs worldwide, helping them build and scale their teams with talent in the Philippines at a fraction of the cost.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase