Manager, Customer Care

4 weeks ago

Naga, Bicol, Philippines SPi Global (now Straive) Full time

MGT is seeking a dynamic and strategic Customer Care Manager to serve as a stakeholder advocate within the organization, ensuring needs and feedback are prioritized in decision-making. This individual will be a critical player in ensuring customer delight and engagement and will enable white glove service across our global delivery model.

In this role, you will:

  • Act as a primary point of contact within MGT Global operations for Practice Groups (PGs), Operating Groups (OGs), and People & Culture (P&C) to help resolve escalations, proactively manage expectations, and deliver best in class service delivery to better ensure stakeholder satisfaction.

  • Develop, deliver, and maintain detailed communications, training materials, process maps, and other resources to help ensure stakeholder understanding of process actions and owners throughout our global delivery model.

  • Collect and analyze stakeholder feedback to identify trends, pain points, and opportunities for improvement.

  • Establish and track key performance indicators (KPIs) related to stakeholder satisfaction and engagement.

  • Collaborate closely with Talent Acquisition, People Experience and Learning & Development teams to ensure alignment between hiring plans, onboarding, and training/capability-building strategies.

  • Perform additional duties as assigned in support of MGT's global growth and talent strategy.

Qualifications:

  • Bachelor's degree from an accredited institution; advanced degree in Business, Human Resources, or related field is a plus.

  • 10+ years of experience in client relationship management, customer experience, or a related operational leadership role, preferably in a consulting, professional services, or global delivery environment.

  • Excellent stakeholder management skills, with the ability to build strong relationships and influence across all levels of the organization.

  • Exceptional analytical skills, with experience in creating dashboards, tracking key performance indicators, and providing actionable insights.

  • High proficiency with Microsoft Excel (pivot tables, VLOOKUPs, data modeling), PowerPoint, and collaboration tools such as Microsoft Teams.

  • Demonstrated ability to manage multiple priorities and complex workflows in a fast-paced, high-growth environment.

  • Excellent written and verbal communication skills, with experience presenting to senior leadership.

  • Comfortable working across time zones and occasionally outside standard business hours to support global operations.

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