Senior Director – People Experience

Senior Director – People Experience

Posted today

Job Description

At iFive Global, people are at the heart of everything we do. We're looking for a Senior Director for People Experience — a seasoned HR leader who will shape the full employee lifecycle and drive our mission of building an exceptional workplace.

About the Role

• The Senior Director for People Experience will:
• Lead Talent Acquisition, HR Operations, Compensation & Benefits, and Employee Engagement.
• Work closely with our TA and People Operations Directors to design strategies that attract, retain, and develop top talent.
• Build and sustain a high-performance culture while embedding iFive's values of Integrity, Information, Intelligence, Innovation, and Insight.
• Leverage data and technology to drive continuous improvement, efficiency, and measurable business impact.

What You'll Do

• Shape and execute strategic Talent Acquisition plans to bring in high-quality candidates.
• Lead HR Operations, ensuring alignment between people strategy and business goals.
• Design competitive Compensation & Benefits programs to enhance employee retention.
• Drive Employee Engagement & Retention initiatives that foster loyalty and growth.
• Mentor and coach TA and People Operations Directors, ensuring strong succession planning.
• Champion change management and embed company values into daily operations.

What We're Looking For

• 10+ years of BPO industry experience with at least 4 years at Director level.
• Demonstrated long tenure in past organizations, with steady career progression.
• Expertise across TA, HR Operations, C&B, and Engagement.
• Strong data-driven decision-making and HR tech transformation track record.
• Excellent communication, business acumen, and stakeholder management skills.
• Proven ability to build, lead, and inspire high-performing teams.

Director of Customer Experience Operations

Posted today

Job Description

The Customer Operations Director oversees and manages customer-facing operations to ensure efficient processes, high customer satisfaction, and operational excellence. This role provides leadership, operational oversight, and process improvements to achieve service excellence and customer satisfaction.

Key Responsibilities:

• Lead, mentor, and motivate a team involved in customer-facing roles and back-end support to ensure high performance, productivity, and customer satisfaction.
• Provide leadership, direction, and support to ensure consistent team performance and professional development.
• Provide ongoing training and development opportunities for support team members to enhance their skills and knowledge.
• Establish clear goals and expectations for the team.
• Ensure that the team is equipped with the necessary tools and resources to succeed.

Strategic Planning and Implementation

• Develop and implement strategic plans to enhance the overall customer experience, including streamlining support processes, optimizing response times, and improving customer satisfaction metrics.
• Identify areas for improvement and implement solutions to optimize workflow and service delivery.
• Implement technologies and tools to enhance the customer experience.
• Manage customer journey maps to understand the customer experience from start to finish.
• Collaborate with the Customer Success Team on Customer Lifecycle Management processes and playbooks across Awareness, Engagement, Conversion, Retention, and Advocacy.

Customer Experience Optimization & Performance Monitoring

• Understand customer needs, wants, and expectations.
• Analyze customer feedback and identify areas for improvement.
• Develop and implement strategies to increase Customer Satisfaction and Loyalty.
• Monitor KPIs and metrics to evaluate performance, ensure SLAs are met, identify areas for improvement, and implement corrective actions.

Documentation and Reporting

• Maintain accurate records of customer interactions, feedback, and support issues, and generate regular reports to track trends and inform decisions.
• Ensure data hygiene and accuracy to drive informed decisions about customer operations.

Process Improvement

• Continuously evaluate and optimize support processes to streamline operations and enhance the customer experience.
• Implement tools to automate repetitive tasks and improve productivity.
• Identify and eliminate bottlenecks in customer processes.

Cross-Functional Collaboration

• Partner with U.S. support leadership and cross-functional teams to align local operations with company objectives.
• Collaborate with product development, sales, and customer success to communicate feedback and drive issue resolution.

Resource Allocation

• Manage resources to ensure adequate coverage and support levels; allocate staffing based on workload and priorities.

Budget Management

• Develop and manage the customer operations budget in the Philippines, forecasting expenses and identifying opportunities for cost optimization without compromising service quality.
• Monitor and track expenses to ensure budget adherence.

Technical Expertise & Issue Resolution

• Stay updated on product features and troubleshooting techniques; oversee resolution of complex issues and escalations.

Minimum Qualifications

• Graduate with a bachelor's degree in business administration or computer science or related field.
• Master's degree in business administration or Customer Experience Management preferred.
• Minimum of 10 years of customer support experience, including at least 3 years in a supervisory or management role.
• Experience managing customer support teams in high-volume, fast-paced environments.
• Strong analytical and problem-solving skills with data-driven decision-making.
• Proficiency with Zendesk and NetSuite or similar systems.
• Excellent English communication skills and strong attention to detail.
• Alignment with company values; willing to work onsite and remotely on graveyard shifts (Philippines Nighttime / U.S. Daytime).

Art Director / Must have Beauty Brands experience

₱1,200,000 - ₱3,600,000 Y Londontown, Inc.

Posted 1 day ago

Job Description

Who We Are

Londontown is a celebration of effortless beauty without compromise. Thoughtfully clean and expertly formulated with natural ingredients, this is the destination for nails, hand, skin, body, and pedicure solutions.

Portfolio submission requested.

Job Type: Full-time

Hours: 8am to 4:30pm US EST, Monday to Friday

About the Role

We are seeking a Graphic Designer / Art Director specializing in the digital space as part of the Performance Design team, pairing design with strategic direction to elevate brand performance. The ideal candidate has a strong portfolio in modern design and a passion for compelling content. Photography experience is a plus.

Day to Day Role

• Generate creative concepts for digital content across social media, digital advertising, Amazon design (A+ DPI Stores), emails, HTML5 banners, and seasonal campaigns.
• Stay updated with design trends and apply them to projects.
• Direct photography selection and retouching.
• Collaborate with Marketing to translate requirements into campaigns and designs.
• Design packaging artwork, understand die-lines, and maintain grid structure and typography principles.
• Ensure brand consistency across digital touchpoints.
• Create internal decks, brand assets, and event collateral.
• Manage production schedules and daily workload.
• Create merchandising graphics and retail packaging concepts.

Qualifications

• 3+ years in graphic design in Beauty, Jewelry, or Fashion.
• Proficiency in Adobe Creative Suite (Photoshop, Illustrator, InDesign, Premiere Pro, After Effects).
• Strong portfolio in web and social graphics.
• Bachelor's degree preferred.
• Photography experience a plus.
• Strong understanding of design principles, typography, color theory, and layout.
• Ability to retouch images and manage multiple projects in a fast-paced environment.
• Excellent communication and collaboration skills; strong attention to detail and time management.
• Familiarity with pop culture, fashion trends, and a strong design portfolio.

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