Lead Customer Experience Manager

7 days ago

Mandaluyong City, National Capital Region, Philippines beBeeLeadership Full time $900,000 - $1,200,000
Job Title:

Customer Experience Leader


About the Role:

This is a critical leadership position where you will provide outstanding support to customer-facing operations.

Your primary focus is to build and manage high-performing teams that deliver exceptional customer experiences.


Key Responsibilities:
  • Customer Experience Expertise: Supports Associates deliver on service promises effectively and efficiently as individuals and as a team.
  • Acts as a go-to expert for Supervisor call/escalated customer calls and keeps abreast with product and process updates and/or changes that affect customer service.
  • Inspirational Leadership: Knows and understands individual team member strengths, personality, and work tendencies, and builds a strong connection and trust within the team.
  • Is accountable for the team's day-to-day activities and the achievement of established service promises at the individual and at the team level.
  • Fosters a cohesive, creative, and fun working environment, mediating interpersonal issues within the team (if any).
  • Leads the team's performance management, career development, learning and development, and engagement.
  • Engagement Champion: Are role models for company values.
  • Coach Associates on cultural values.
  • Ensures team members are engaged, their values and performance aligned with company standards, and the right employees are retained, recognized, and rewarded.
  • Outstanding Facilitator: Facilitates team huddles/meetings and communicates team and company goals/initiatives effectively.
  • Facilitates feedback gathering where Associates feel open and safe sharing their positive and constructive feedback.
  • Communicates transparently in coordination with relevant stakeholders - leadership, site leadership, HR, program managers, etc.
  • Developer of Exceptional Talent: Coaches for performance and service standards - individually and as a team.
  • Coaches for individual development of their Associates.
  • Mentors on development, soft skills, performance management (may liaise with and obtain inputs from program specialists).
  • Coaches on behavior, policy adherence, discipline, and labor regulations.
  • Manages individual development plans for their Associates based on their strengths and opportunities.

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