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Head of Customer Experience Technology

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time $150,000 - $200,000 per year
Job Summary

Act as a lead and coordinate multiple agile teams focused on delivering innovative customer service solutions. You will own the product vision and strategy for our Customer Service (CS) and MyAccount scrum teams, a CRM tooling application team, and specialists working on chatbot, help center, and phone AI improvements.

You will be a visionary leader driving transformation through emerging technologies such as AI and automation, defining KPIs, setting strategic direction, and fostering a culture of experimentation and continuous improvement. You will proactively challenge existing paradigms, drive meaningful change at scale, and ensure rapid delivery of high-impact solutions within budget and risk frameworks.

Key Responsibilities

Strategic Leadership & Vision

  • Define and champion a bold product vision and roadmap aligned with corporate goals and digital transformation priorities, including AI and automation-driven CX enhancements.
  • Anticipate market trends and customer needs to proactively innovate and disrupt the status quo.
  • Establish success metrics and business outcomes, leveraging data and experimentation to validate assumptions and optimize product impact.

Cross-Functional Product Ownership

  • Lead and coordinate multiple agile teams (CS, MyAccount, CRM tooling, chatbot, help center, phone AI) to deliver cohesive, scalable, and customer-centric solutions.
  • Drive end-to-end product lifecycle management from discovery, prioritization, and design through development, testing, and deployment.
  • Oversee backlog governance, ensure high-quality delivery, and remove impediments to accelerate time to market.

Operational Excellence & Technical Governance

  • Partner closely with engineering, IT, security, and operations to address technical debt, automate testing, enforce security protocols, and ensure robust disaster recovery.
  • Lead incident response planning and continuous system reliability improvements.
  • Balance innovation with operational stability and cost control, maintaining tight budget discipline without compromising quality or velocity.

Team Enablement & Stakeholder Engagement

  • Mentor and coach team members and cross-functional partners, fostering accountability, performance improvement, and professional growth.
  • Influence and align senior stakeholders and business units through clear communication, data-driven insights, and collaborative decision-making.
  • Advocate for customer-centric approaches and embed CX best practices across all teams and initiatives.
Requirements
  • Bachelor's or master's degree in business, Technology, or related field. MBA or advanced degree a plus.
  • 15+ years of product management experience, ideally with increasing scope and complexity in customer service or digital transformation roles.
  • Excellent English communication skills, both written and verbal.
  • Proven expertise in AI-driven CX solutions, digital self-service, CRM platforms, and agile delivery.
  • Strong leadership presence and experience influencing cross-functional teams and senior leadership without direct line management.
  • Track record of delivering measurable business impact, improving KPIs such as CSAT, NPS, FCR, or operational efficiency.
  • Skilled in experimentation frameworks (A/B testing, POCs) and data-driven decision making.
  • Proven expertise in AI-driven CX solutions, digital self-service, CRM platforms, and agile delivery.
Preferred Skills
  • Agile tooling: Jira, Confluence.
  • CRM & CX platforms: Salesforce, Zendesk, Freshdesk.
  • AI & chatbot technologies: Dialogflow, OpenAI, Rasa
  • Analytics & experimentation: Google Optimize, Optimizely, Tableau.
  • Monitoring & incident management: PagerDuty, Splunk, New Relic.