Department: Operations Office

Employment Type: Permanent - Full Time

Location: Manila

Reporting To: Mark Alvarez

Description

The Communities & Connects Manager (CCM) is responsible for the operational execution (the how) of Square and Connects programs. This includes configuration, participant and incentive management, fieldwork operations, community engagement, and quality assurance for all research activities.

The role is strictly operational and non–client facing.

CST owns all client communication.
Customer Success owns strategic guidance.
Operations governs frameworks, processes, and compliance.

The CCM ensures precise delivery against these frameworks while maintaining high operational quality and efficiency.

Key Responsibilities

Program Set-up and Configuration | Communities and Connects

Deliver ongoing Communities and Connects programs, adjusting execution based on project complexity and client requirements.
Own the full end‑to‑end setup and configuration of the Square/SQS platform, including workflow logic, client portal setup, integrations, and technical deployment.
Ensure all Research Activity (RA) setups are complete, accurate, and aligned with activity guides and requirements.
Run QL/QN programming, testing, troubleshooting, and deployment where applicable.
Manage timelines, risks, and dependencies to ensure on‑time, high‑quality project delivery.

Community Operations, Recruitment & Incentives

Manage participant recruitment and onboarding for Square and Connects, ensuring proper segmentation and strong quality control.
Oversee day‑to‑day fieldwork operations, ensuring participation targets and sampling plans are met.
Prepare, upload, and manage incentive lists and distribution to maintain engagement and motivation.
Coordinate with external vendors for participant recruitment, ensuring compliance and quality.

Community Management & Quality Control

Implement best practices in community operations to foster active and highly engaged communities.
Monitor incentive strategies to maintain retention and maximize participation.
Conduct deep quality control checks on survey performance and participant outputs to maintain research integrity.
Identify and resolve implementation issues, ensuring alignment with setup documents and activity guides.
Continuously improve participant experience by reviewing and acting on feedback.
Provide reporting insights related to engagement, fieldwork performance, and platform operations.
Own DIY support operations, including ticket triage, resolution, and escalation workflows.

Cross-Functional Collaboration and Reporting

Work with CST, Customer Success, Service Line, and technical teams to ensure seamless handovers, operational readiness, and smooth project execution.
Support escalation management for high‑profile structural communities in partnership with CST and Customer Success, without direct client involvement.

Operational Health and Profitability

Support Operations in revenue recognition processes, including G&S receipts, PO and invoice follow‑ups, and other operational compliance activities.
Ensure all operational documentation is accurate, complete, and aligned with Operations‑governed frameworks.
Identify opportunities to improve delivery efficiency through standardization, automation, and reuse of best practices.

Risk Management & Escalation

Identify operational risks, blockers, scope gaps or feasibility concerns early.
Escalate promptly to Ops Manager + CST to protect project quality, timeline, and scope.
Drive mitigation actions and ensure stakeholders remain aligned throughout delivery.
Ensure clear alignment with Consultants and Business Operations on scope, resourcing, and expert involvement, escalating where decisions fall outside delivery ownership.

Skills, Knowledge & Expertise

Bachelor's degree (e.g. Psychology, Marketing, Languages, Mathematics, Social Sciences, or a related field).
Minimum 3-5 years of experience in project management, project coordination, or research operations.
Ability to understand research goals and business impact before execution.
Strong communication and coordination skills across multiple stakeholders.
Good judgment to anticipate potential risks or issues, and the confidence to raise them early and suggest practical mitigation ideas.
Detail-oriented, reliable, and comfortable with both planning and hands-on execution.
Able to manage multiple tasks, meet deadlines, and perform effectively in fast-paced or on-site research environments.

Success Measures / KPIs

On‑time configuration and launch rate
Ticket resolution speed and SLA adherence
Community engagement and retention levels
Fieldwork delivery completeness vs. target
Accuracy of incentives and operational documentation
Responsiveness and effectiveness in handling escalations