Customer Experience Operations Lead (Voice of the Customer)
On-siteQuezon City, Metro Manila, Philippines
Job Summary
Lead the recurring rNPS readiness cadence by coordinating readiness inputs, dependency visibility, governance preparation, and decision tracking for the GBS VoC execution pod. Maintain a controlled view of launch readiness, open risks, blockers, and decision points while preparing Go/No-Go input materials and residual-risk summaries. Own the operating control layer for issue, dependency, decision, risk, and action logs across the cycle. Coordinate VoC Analyst inputs for data/reporting readiness, KPI outputs, and Outer Loop package preparation without managing Sales-owned execution or taking ownership of business-resolution accountability. Escalate unresolved process, data, platform, or ownership dependencies to accountable owners while protecting the group from scope creep into Inner Loop activities.
Required Qualifications
- 5+ years preferred in customer experience, Voice of the Customer, operations, PMO, GBS, transition, governance, or cross-functional process leadership roles
- Ability to lead a recurring operating cadence, readiness gates, dependency control, escalation discipline, and governance preparation without requiring formal line authority
- Strong ability to structure action logs, decision logs, issue tracking, owner visibility, risk views, readiness packs, and escalation summaries
- Able to drive clarity across Sales, Marketing, Revenue Operations, data, reporting, platform, and leadership stakeholders
- Able to prepare concise executive-ready governance updates, decision materials, escalation summaries, and risk / dependency views
- Able to coordinate analyst inputs across data/reporting readiness, dashboard limitations, KPI reporting, systemic evidence, and Outer Loop package support
- Strong judgment to separate GBS operational leadership from Sales-owned, platform-owned, data-owned, Global Process Owner-owned, and business-owned execution
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