Product & Performance Manager

2 days ago

Makati City, National Capital Region, Philippines IASA, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

The Product & Performance Manager leads service level strategy, quality assurance, contract oversight, and process improvement across our customer service platforms. This role works closely with both internal and external stakeholders to drive performance, ensure contract compliance, and coordinate continuous improvement initiatives. The role will manage and nurture relationships with clients to ensure satisfaction, retention, and growth of accounts.

The Product & Performance Manager also supports management in updating and renewing all contracts and service level agreements with platform providers, ensuring that all related processes are executed in accordance with established standards and policies.

Additionally, the role is accountable for achieving key performance indicators (KPIs) by:

  • Defining clear targets
  • Developing performance strategies
  • Analyzing results
  • Collaborating closely with operational departments

KNOWLEDGE/EXPERIENCE

  • Bachelor's degree or higher in a relevant field.
  • Proven experience in Client Relationship Management and performance management within a (customer) service-oriented environment preferably in the BPO setting.
  • Service Delivery Oversight – Monitor the quality and timeliness of services delivered, coordinating with internal teams.
  • Strong skills in stakeholder engagement, data analysis, and project execution.
  • Experience with performance metrics, quality standard, and contract management
  • Proficiency in MS Office and contact center systems.

CORE COMPETENCIES

  • Inspiring leadership, effective communication, and strong problem-solving.
  • Customer-focused with a drive for results and continuous improvement.
  • Skilled in relationship-building and influencing across diverse teams.
  • Project and account management
  • Strong adaptability & persuasive communication skills.
  • Willingness and ability to travel regularly

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