Service Excellence Manager

Driving Excellence, Inspiring Growth

Redefine service delivery standards and create impact on a global scale. Step into a global career opportunity where your expertise in service excellence can make a lasting mark. This role offers the chance to lead, innovate, and deliver international-level support-without leaving the Philippines. Advance your career, expand your reach, and make your mark in the outsourcing industry.

Job Description

As a Service Excellence Manager, you will lead a team of SMEs, oversee critical processes, and drive continuous improvements that ensure efficiency, compliance, and superior service delivery. You'll manage escalations, mitigate risks, and champion a culture of excellence across global operations.

Job Overview

Employment type: Full-time

Shift: Flexible shift

Work setup: Hybrid, Ortigas

Exciting Perks Await

• Competitive Salary Package
• Hybrid work arrangement
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Flexible shift schedule
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education:

• Bachelor's degree in Business Administration, Management, Marketing, Operations, or related field.

Experience:

• 5-7 years in customer service, operations, service quality, or customer experience management.
• 2-3 years in a supervisory/managerial role leading service delivery initiatives.
• Proven success implementing customer experience or service excellence programs.

Knowledge & Skills:

• Strong understanding of CX frameworks (NPS, CSAT, CES, COPC, ISO).
• Proficiency in data analysis and customer feedback tools (Zendesk, Salesforce, Medallia, Qualtrics).
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Familiarity with digital tools, CRM systems, and process automation.
• Strong communication, presentation, and interpersonal skills.
• Strategic thinker with problem-solving and decision-making capabilities.
• Resilient, adaptable, and able to manage multiple priorities in fast-paced environments.
• Customer-centric mindset with a passion for delivering exceptional service.

Your Daily Tasks

Leadership & SME Oversight:

• Lead and develop a team of SMEs, ensuring accurate guidance and support.
• Act as the main SME for complex processes such as client invoicing, company tools, and service-related matters.
• Ensure SME knowledge, documentation, and processes are consistent and aligned.

Service Excellence & Process Management:

• Review, design, and document processes to enhance efficiency, compliance, and quality.
• Collaborate with stakeholders to streamline workflows and remove friction points.
• Regularly update, communicate, and implement processes across teams.
• Manage and maintain the knowledgebase.

Escalation & Problem-Solving:

• Serve as the primary point of contact for escalations, resolving issues quickly and effectively.
• Conduct root cause analysis of recurring issues and recommend preventive actions.
• Partner with cross-functional teams for long-term solutions.

Risk Identification & Mitigation:

• Identify service risks, gaps, and compliance issues.
• Design and implement proactive risk-mitigation strategies.
• Monitor performance and escalate systemic risks as necessary.

Collaboration & Continuous Improvement:

• Work with Operations, Training, and QA to align processes with business goals.
• Provide insights and recommendations to leadership on service improvements.
• Champion a culture of service excellence and continuous improvement.

Other Responsibilities:

• Abide by all company-assigned duties and responsibilities.
• Comply with orders and instructions given by company representatives.
• Perform other administrative or non-administrative tasks as assigned.

Why We Stand Out Among the Rest:

Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."

• Tim Vorbach, CEO