Transformational CX Practice Leader

6 hours ago

Pasig, National Capital Region, Philippines beBeeClient Full time ₱900,000 - ₱1,200,000

About Us

We're a global organization dedicated to delivering exceptional Client experiences while creating access to dignified, meaningful work in communities worldwide.

Our team is united by our desire to connect diverse people with shared values for a bolder impact.

We employ over a thousand team members across five countries and aim to expand our team to 5,000+ professionals by 2027, or sooner.

Our Value System

Meaningful connections start with AUTHENTICITY.

We do our best work by being CURIOUS.

We grow by remaining DYNAMIC.

Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE.

At the heart of great partnerships, we'll always find EMPATHY.

Your Role

You will play a pivotal role in transforming our Client Experience (CX) division into an outcome-focused, AI-enabled organization.

You will guide how we deliver exceptional client outcomes by embedding best practices across our specialized services, incorporating AI & other technology, and drive continuous improvement and compliance in our Service Delivery operations.

You will elevate our Strategic Business Units (SBUs) to be outcome-oriented, ensure the consistency and effectiveness of our SOPs, QA, and training, to drive operational excellence and scalability across the Customer Support SBU, and Technical and Data Services SBU.

You will own end-to-end Customer journey mapping, and embed the voice of the Customer and Client into our SOPs.

Your leadership will be the flywheel that enables our frontline service delivery teams to move faster, smarter, and with greater impact for our clients.

Key Responsibilities

  • SOP Governance & QA Excellence: Lead the creation, maintenance, and governance of SOPs ensuring process consistency and clarity across our specialized service lines.
  • Training & Upskilling: Assess and actively report on training consistency across delivery team members.
  • AI Enablement & Process Innovation: Partner with both the Snr Director of CX Strategy & Solutions, and the Lead Solutions Architect, to define, implement, and monitor AI standards across delivery processes.
  • Performance & ROI Monitoring: Design and track key operational metrics to measure the ROI of process improvements and training initiatives.
  • Leadership Collaboration: Work closely with the Directors of the CX SBUs to align practice standards with day-to-day operations.

About You

  • Possess a deep understanding of the Customer Experience landscape, evidenced by your progressive roles and focus on CX strategy and operations.
  • You are customer-centric, not just operationally focused.
  • Are a strategic 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.
  • Are an excellent coach and mentor, able to elevate others while building scalable frameworks.
  • Thrive in dynamic environments, embracing change and complexity with clarity and energy.
  • Are data-driven, using insights to drive improvements and track ROI.

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