Episode Experience Manager

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
The Episode Experience Manager is responsible for executing and managing the day-to-day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience. Reporting to the Episode Experience Lead, this role is hands-on in monitoring, analyzing, and implementing enhancements that improve customer interactions within the episode.

The Episode Experience Manager works closely with frontline teams, product owners, operations, and customer support to identify issues, test solutions, and implement improvements that align with the broader customer experience strategy.

Duties And Responsibilities

• Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions within the episode.
• Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
• Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer-facing teams to ensure consistent experience delivery.
• Ensure Omni-Channel Consistency – Align experiences across digital, self-service, and assisted channels for a seamless customer journey.
• Customer Journey Testing & Optimization – Participate in A/B testing, pilot programs, and real-time adjustments to enhance the episode experience.
• Support Process Improvements & Automation – Identify opportunities to enhance efficiency through automation, AI, and self-service tools.
• Track & Report Experience Metrics – Provide regular performance insights and impact analysis to the Episode Experience Lead.
• Digital Channel Management – Conducts flowthrough and behavioral analysis to identify and resolve friction points, using insights from analytics tools to optimize the digital journey, enhance customer experience, and increase flowthrough and conversion rates.

Competencies

• Customer Adoption & Engagement Strategy
• Behavioral Insights & Data-Driven Optimization
• Proactive Problem-Solving & Innovation
• Agility & Continuous Improvement

Requirements

• Bachelor's degree in Business Administration, Marketing, Engineering, Information Technology, Computer Science, or related fields.
• 6–8 years of total work experience
• 3–5 years relevant experience in product management, product development, or business management roles within tech-driven industries.
• Experience in telecommunications, technology, digital services, or adjacent industries (e.g., broadband, mobile, enterprise solutions, OTT, fintech, SaaS). Familiarity with BSS/OSS systems, network capabilities, or digital product delivery processes.

Bonus Skills & Attributes

• Hands-on experience managing connectivity, digital channel management, or platform-based products in a telco environment.
• Familiarity with BSS/OSS systems, network capabilities, or digital product delivery processes.
• Strong understanding of telco commercial levers (ARPU, churn, NPS, acquisition/retention).
• Demonstrated experience in agile product management or scrum environments.
• Analytical and data-driven decision-making ability.
• Excellent stakeholder management — able to bridge business and technical teams.
• Proven record of launching or scaling new products or services.

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.