BPO - AI/SaaS Customer Onboarding Manager (Hybrid Setup)

7 days ago

Parañaque, Philippines Unity Communications Full time

Overview

BPO - AI/SaaS Customer Onboarding Manager (Hybrid Setup) – Unity Communications

Join to apply for the BPO - AI/SaaS Customer Onboarding Manager (Hybrid Setup) role at Unity Communications.

Base pay range: This range is provided by Unity Communications. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Responsibilities
  • Serve as the primary point of contact for customers during the onboarding phase
  • Build customized onboarding plans and timelines for AI agent deployment tailored to client needs
  • Manage kickoff calls, requirements gathering, and workflow design sessions
  • Coordinate internal and external resources to ensure project milestones are met
  • Partner with technical teams to configure AI voice/chat agents for workflows, branding, tone, and support requirements
  • Lead user acceptance testing (UAT) and pilot deployments
  • Gather client feedback and refine agent scripts, flows, and integrations
  • Deliver training sessions for client stakeholders on AI usage, dashboards, and escalation protocols
  • Support change management efforts, guiding clients in adopting hybrid AI-human support models
  • Monitor early-stage success metrics (deflection rate, response accuracy, resolution time)
  • Document learnings and handoff clients to customer success managers for long-term support
What You Must Possess
  • At least three years of experience in customer onboarding, implementation, or project management (preferably SaaS, AI, or customer service tech)
  • Strong understanding of conversational AI, chatbots, or virtual agents (preferred)
  • Familiarity with platforms such as Dialogflow, Cognigy, Kore.ai, or similar (a plus)
  • Excellent communication, presentation, and relationship management skills
  • Ability to lead projects with both technical and non-technical stakeholders
  • Experience using agile/scrum tools (e.g., Jira, Asana, Trello)
  • Bachelor’s degree in business, computer science, communications, or equivalent experience
  • Traits that set you apart: Naturally curious and tech-savvy, excited by AI innovation
  • A process-oriented thinker who enjoys designing and documenting workflows
  • Proactive, organized, and thrives in fast-paced, client-facing environments
What You Shall Receive
  • HMO coverage upon regularization, with one free dependent after one year of continuous service and another free dependent after two years of continuous service
  • VL/SL credits upon regularization
  • Friendly and supportive work culture
  • 13th-month pay and other Philippine-government-mandated benefits
  • Non-taxable allowances
  • Pay increases, performance bonuses, birthday gifts, and many more
What You Should Consider
  • Full-time position
  • Monday to Friday, night shift
  • Hybrid work setup with on-site training
Why Join Our Company

You look for a company whose senior management listens to what you are and aren’t saying and whose managers and team leads you can genuinely connect with. According to Glassdoor, 99% of the current and previous employees recommend Unity Communications to their friends, and 100% approve of its executive management. Our company is a Certified Great Place To Work that values inclusion and diversity and spreads kindness and positivity.

Seniority level
  • Executive
Employment type
  • Full-time
Job function
  • Management and Manufacturing
Industries
  • Outsourcing and Offshoring Consulting

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National Capital Region, Philippines

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