Senior IT Customer Experience Leader

4 days ago

Mandaluyong City, National Capital Region, Philippines beBeeCustomer Full time ₱100,000 - ₱120,000

About Us

Job Description

  • The ideal customer experience leader combines strategic leadership with technical expertise to drive world-class customer experiences.

  • This person must define and execute the global IT vision and roadmap for Customer Service, ensuring technology supports business goals and drives operational excellence.

  • They should challenge the status quo and drive the adoption of AI and automation solutions to improve efficiency, scalability, and customer satisfaction.

  • This individual will enforce high technical standards across performance, uptime, scalability, stability, and technical debt control.

  • They will ensure compliance with data privacy and security requirements, such as GDPR.

  • Cost reduction is achieved by implementing smart technology solutions and taking ownership of IT-related costs.

  • This person will lead and develop local team members, creating a culture of accountability, ownership, and high performance.

  • They will manage relationships with vendors to ensure system performance and innovation delivery, exploring new market opportunities and trends in customer service technology.

  • This individual will work in an agile environment, collaborating closely with cross-cultural and cross-regional teams to ensure global consistency and local effectiveness.

  • They will act as a bridge between IT and business stakeholders, explaining complex IT topics in simple business terms and ensuring alignment with strategic objectives.

Key Qualifications

  • A proven track record in large-scale customer service environments.

  • At least 10 years of IT management experience, with direct hierarchical leadership responsibilities.

  • Demonstrated success in driving AI and automation adoption in customer service or related domains.

  • Strong knowledge of IT architecture, infrastructure, system integrations, modern backend technologies, APIs, and modern customer service platforms.

  • Proven ability to negotiate with vendors and partners, ensuring both performance commitments and long-term innovation.

  • Experience managing cross-cultural teams across multiple locations.

  • Familiarity with Agile methodologies and the ability to apply them in a global environment.

  • Excellent communication skills: able to translate technical concepts into clear business impact for senior stakeholders.

  • High sense of ownership, accountability, and ability to enforce uniformity and process discipline in a large organization.

  • Knowledge of compliance frameworks related to customer data.

  • Relevant IT management, compliance, or agile certifications.

  • Worked in product-based companies before.

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