Director of CX Operations

2 days ago

Philippines Xtendops Full time $36,000 - $120,000 per year

Type: Full-Time, Hybrid (Relocation to Cebu or Iloilo required upon hire)Location: PhilippinesReports to: VP, CX OperationsType: Full-Time, Hybrid (Relocation to Cebu or Iloilo required upon hire)About XtendOpsAt XtendOps, we're redefining what great customer experience looks like. As a global CXaaS company, we combine world-class talent with advanced AI and automation to deliver intelligent outsourcing solutions. With operations in the Philippines, Mexico, the Dominican Republic, and the U.S., we serve leading global brands across diverse industries.

Role OverviewWe're looking for a strategic and driven Director of CX Operations to lead and elevate our global customer experience programs. In this role, you'll oversee onboarding, performance, client relationships, and operational success—bridging business needs with innovation and execution. You'll also bring a commercial mindset to unlock growth opportunities and ensure long-term client satisfaction.

Key ResponsibilitiesCustomer Onboarding – Lead seamless transitions for new clients, ensuring operational readiness and satisfaction from Day 1Relationship Management – Serve as the main point of contact for client stakeholders; build trust and long-term partnerships

Client Engagement – Conduct check-ins, business reviews, and strategic planning sessions to align goals and drive outcomes

Issue Resolution – Proactively identify and resolve operational or client-facing issues with speed and efficiency

Feedback & Insights – Gather and analyze client feedback to improve services, suggest product enhancements, and refine processes

Client Advocacy – Represent customer needs across internal teams and ensure their expectations are met or exceeded

Performance Tracking – Monitor KPIs related to satisfaction, retention, and CX performance; report results with clear action plans

On-site Client Hosting – Arrange and manage client visits, including travel logistics, agendas, and in-person support

Qualifications & SkillsEducation:Bachelor's degree in Business, Communications, or a related field

Experience:7+ years in Customer Success, Account Management, or similar CX leadership roles (BPO experience strongly preferred)Experience with customer account growth, retention, and strategic operations

Key Competencies:Strong interpersonal and communication skills

Analytical mindset with the ability to derive insights from performance data

Proven ability to lead client relationships and cross-functional teamsPMO experience with implementation projects

Comfortable working in dynamic, client-facing environments with shifting priorities

Travel & ScheduleWillingness to travel up to 50%Availability to support occasional nights and weekends as needed

Ready to lead the future of AI-powered operations? Apply now or refer someone exceptional.Seniority level

Seniority levelDirectorEmployment type

Employment type

Full-time

Job function

Job function

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