Customer Experience Operations Manager

1 day ago

Makati City, National Capital Region, Philippines beBeeCxmanager Full time $70,000 - $95,000
Job Overview

This is a full-time remote position responsible for overseeing customer interactions, ensuring seamless support operations, and leveraging data to improve service quality and efficiency.

The role is expected to evolve into a strategic leadership position—shaping the CX vision, proactively driving initiatives that enhance efficiency, grow revenue, and strengthen cross-functional impact, ultimately positioning the team as a key driver of growth and customer loyalty.


Responsibilities
  • Develop a deep understanding of our brands and the voice of our customers: Leverage knowledge in a way that drives lifetime value, retention, upselling and cross selling opportunities.
  • Develops and executes an annual CX Roadmap by proactively identifying opportunities and leading initiatives that either improve efficiency, elevate the customer experience, generate revenue, reduce costs, or deliver a combination of these outcomes.
  • Implement and optimize AI Agent adoption: Automate simple and routine inquiries, enable deeper focus on more sensitive and 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. Turn customer inquiries into insights for each business unit.
  • 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.

Competencies And Qualifications

Must-Have:

  • 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 either 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).

Nice-to-Have:

  • 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.

Success Metrics
  • Data-Driven Impact: Deliver new recurring CX reports that offer actionable insights and guide strategic decisions.
  • Revenue Contribution from CX: Consistently generate revenue through upselling and cross-selling during customer interactions.

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