Experience Leader: CX Operations

3 days ago

Pasig, National Capital Region, Philippines beBeeTransformation Full time ₱4,000,000 - ₱8,000,000
Leadership Role in Client Experience Transformation">

This pivotal leadership position will drive transformation of our client experience division into an outcome-focused organization.

You will guide how we deliver exceptional client outcomes by embedding best practices across our services, incorporating AI & technology, and driving continuous improvement and compliance in service delivery operations.

Key Responsibilities:
  • SOP Governance & QA Excellence: Lead the creation, maintenance, and governance of SOPs ensuring process consistency and clarity across our service lines.
  • Training & Upskilling: Assess and report on training consistency across delivery team members. Design scalable training and development initiatives to equip teams with the skills needed for a client-centric mindset and AI-enabled delivery.
  • AI Enablement & Process Innovation: Partner with CX leaders to define, implement, and monitor AI standards across delivery processes. Drive initiatives that improve efficiency and client outcomes through AI, process enhancements, and CX innovations.
  • Performance & ROI Monitoring: Design and track key operational metrics to measure the ROI of process improvements and training initiatives. Ensure data-driven decisions are made to enhance client and team outcomes.
  • Leadership Collaboration: Work closely with CX leaders to align practice standards with day-to-day operations. Serve as a coach and partner to CX leaders and delivery teams to align execution with client outcomes.
Requirements:
  • Possess a deep understanding of the Customer Experience landscape, evidenced by your progressive roles and focus on CX strategy and operations.
  • Candidate must be customer centric, not just operationally focused.
  • A strategic and results-oriented leader with a proven ability to translate vision into actionable plans and deliver tangible outcomes.
  • Collaborative leader capable of working effectively across teams to achieve shared objectives.
  • Proactive and take ownership of initiatives, driving them to successful completion.
  • Have experience in CX operations, process design, and continuous improvement within a BPO or CX-led environment.
  • Are passionate about leveraging AI and technology to elevate delivery and client outcomes.
  • Excellent coach and mentor, able to elevate others while building scalable frameworks.
  • Thrives in dynamic environments, embracing change and complexity with clarity and energy.
  • Data-driven, using insights to drive improvements and track ROI.

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