Global Account Leader — Telco

7 hours ago

Quezon City, National Capital Region, Philippines UnifyCX Full time ₱900,000 - ₱1,200,000 per year

At UnifyCX, we power
SuperhumanCX
—experiences where people and technology work seamlessly together.
The
Global Account Leader – Telco
is the strategic owner of one of our largest global partnerships. This role leads the full ecosystem of delivery, performance, innovation, and growth across multiple regions. Reporting to the
Global COO
, you will shape the future of our telecom portfolio by driving operational excellence, elevating client relationships, and unlocking new opportunities through data, AI, and human-centered leadership.

*What You'll Lead
Global Operational Leadership*

  • Steer multi-site operations across the Philippines, LATAM, and India, ensuring consistent, high-quality delivery.
  • Drive performance across all core CX metrics: NPS, AHT, QA, FCR, Billing Accuracy, Retention, and more.
  • Lead capacity planning, WFM governance, and operational readiness to ensure every site is future-fit and forecast-ready.

*Client Partnership & Executive Engagement*

  • Act as the executive face of UnifyCX to senior client stakeholders—trusted, strategic, and future-focused.
  • Lead QBRs, governance sessions, and performance deep dives with clarity and confidence.
  • Handle escalations proactively and build long-term, high-trust relationships that unlock growth for both sides.

*Performance, Quality & Risk Governance*

  • Champion performance improvement through root cause analysis, recovery plans, and continuous improvement frameworks.
  • Ensure global compliance, quality governance, and regulatory alignment across all markets.
  • Maintain delivery discipline while enabling teams to innovate and elevate.

*Commercial Ownership*

  • Own the global P&L for the account.
  • Optimize costs, expand revenue streams, and protect margins through smarter, data-led decision-making.
  • Partner closely with Finance and Operations to build sustainable commercial value.

*Growth, Transformation & Innovation*

  • Lead digital transformation journeys including AI automation, auto-QA, predictive analytics, and next-gen CX tooling.
  • Identify and activate expansion opportunities—new LOBs, new markets, new capabilities.
  • Shape the roadmap for how our telecom clients experience SuperhumanCX across every touchpoint.

*People Leadership at Its Best*

  • Lead high-performing global teams—Directors, Senior Managers, and cross-functional leaders.
  • Build a culture of ownership, curiosity, collaboration, and accountability.
  • Invest in leadership development, succession planning, and capability-building across regions.

*What You Bring*

  • 10+ years leading global operations or major accounts in the BPO/CX industry, preferably in telecom.
  • Proven success running multi-country delivery environments.
  • Strong commercial leadership with hands-on P&L experience.
  • Executive-level client engagement skills with the ability to influence at the highest levels.
  • Comfort working at the intersection of AI, analytics, operations, and human experience.
  • A leadership style rooted in empathy, clarity, and high performance.

*Why UnifyCX?
Because here, we don't just run operations—we
reimagine*
them.

We Believe In
Human-first leadership

Technology that enables, not replaces

Teams that move fast and think smarter

Growth that feels meaningful and shared

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