Customer Experience Operations Director

1 day ago

Mandaue City, Central Visayas, Philippines beBeeRevenue Full time $56,000 - $79,000
Customer Experience Manager Job Description

This role is an excellent opportunity to oversee day-to-day customer interactions and ensure seamless support operations.

The ideal candidate will be responsible for driving service quality and efficiency by leveraging data insights and strategic initiatives.

Key Responsibilities:
  • Develop a deep understanding of our customers' needs and preferences, leveraging this knowledge to drive lifetime value, retention, upselling, and cross-selling opportunities.
  • Develop and execute an annual CX Roadmap by proactively identifying opportunities and leading initiatives that improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Implement and optimize AI Agent adoption to automate simple and routine inquiries, enabling deeper focus on complex customer issues and free up team capacity for strategic initiatives.
  • Unlock and leverage customer data for cross-departmental insights by identifying new reporting capabilities and distributing actionable findings, turning customer inquiries into valuable business intelligence.
  • Transition CX into a revenue-generating function by integrating upselling, cross-selling, and incentive programs for CX associates to drive incremental sales while maintaining exceptional service quality.
Requirements:
  • People Management: Directly managed a team of at least two, with proven ability to lead, motivate, and develop a CX team.
  • Excellent English Communication: Both written and verbal.
  • Strategic Vision: Proactively identified opportunities and led projects that improved efficiency, elevated the customer experience, generated revenue, reduced costs, or delivered a combination of those outcomes.
  • Data Interpretation & Storytelling: Ability to turn raw data into clear, actionable insights that drive informed decision making.
  • Business Decision-Making Mindset: Ability to evaluate trade-offs by factoring in cost, team capacity, and overall impact to make strategic choices.
  • Customer Advocacy: Understanding of customer needs and pain points, with the ability to translate insights into actionable improvements.
  • Change Management: Experienced in leading teams through process changes, new initiatives, and technology adoption while sustaining engagement and productivity.
  • E-commerce Familiarity: Experience with Shopify, Amazon, Recharge, and Skio (or similar ecommerce platforms).
Preferred Qualifications:
  • Experience with upselling, cross-selling, or retention strategies in eCommerce.
  • Experience using Gorgias.
  • AI Agent Utilization: Goal is for 30% of tickets to be automated.

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