Customer Experience Manager

1 week ago

Makati, Philippines Apollo Full time

Overview

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally. Founded in 2015, the company provides sales and marketing teams with access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. Apollo.io raises a series D in 2023 and is backed by top-tier investors. Apollo.io is an AI-native company built on a culture of continuous improvement.

We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you’re energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

Learn more here

Role & Mission

We are seeking a Customer Experience Manager to elevate the quality of our customer-facing interactions across both AI-powered and human-assisted channels. This role combines team leadership in Customer Experience and customer satisfaction insights.

You will lead a team of QA analysts, leverage & train AI tools to audit and score customer interactions, and ensure actionable insights are translated into improved performance and customer outcomes. Your leadership will foster a "customer-obsessed culture" while developing ICs into high-performing, cross-functional partners. This role is ideal for someone who thrives at the intersection of customer advocacy, operational rigor, and AI-powered quality management.

Requirements
  • 4–6 years in Customer Experience, Quality Assurance, for SaaS/tech roles
  • 3+ years in a leadership role managing CX teams.
  • Demonstrated experience implementing or scaling AI-driven QA and interaction audit tools
  • Strong data analysis and reporting skills (Excel, dashboards, BI tools)
  • Excellent communication and storytelling skills, with the ability to influence cross-functional partners and executives.
  • Skilled in QA platforms, analytics dashboards, and conversational analysis tools.
Competences
  • Coaching & Team Development
    • Conduct weekly 1:1s to drive growth, calibrate scoring, and align priorities.
    • Lead team meetings, cross-functional syncs, and QA calibration sessions.
  • Operational Ownership
    • Own QA framework for auditing AI and human interactions across support channels.
    • Use AI-driven tools to analyze conversations, surface trends, and improve scoring accuracy.
  • Quality Program Leadership
    • Establish and refine QA rubrics, standards, and calibration processes.
    • Drive insights from CSAT and QA results into coaching, product, and process improvements.
    • Maintain rapid SLA for reporting QA outcomes and escalating systemic issues.
  • Strategic Collaboration
    • Partner with Support, Product, and Engineering teams to translate QA findings into customer experience improvements.
    • Serve as the escalation point for QA-related concerns and ensure clear, consistent communication of trends.
    • Provide leadership updates and insights that inform OKRs and strategic decisions.
    • Drive proactive feedback loops across CX, CS, and Enablement teams.
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