Senior Manager, Client Experience Excellence
On-siteTacloban, Eastern Visayas, Philippines
Job Summary
Lead a team of Client Experience Managers by coaching senior leaders, establishing clear expectations for operational rigor, and building succession pipelines to strengthen leadership capability. Establish and continuously improve portfolio-wide operational standards, driving consistency in account management, risk governance, and performance reviews while reducing executive dependency. Own workforce planning initiatives by leading capacity strategy, staffing models, and organizational readiness to align hiring with future client demand. Design escalation frameworks, implement data-driven performance management systems, and identify opportunities for automation and AI adoption to enhance scalability and client outcomes.
Required Qualifications
- 7+ years of experience in Client Experience, Customer Operations, Service Delivery, Technical Support Operations, or related environments
- 5+ years leading managers who themselves lead operational teams
- Experience supporting SaaS, technology, AI, platform, or high-growth businesses
- Demonstrated success building high-performing operational teams and leadership capability
- Demonstrated success improving manager effectiveness through coaching, feedback, and leadership development
- Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives
- Experience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units
- Strong operational governance, performance management, and escalation management experience
- Experience using operational data to drive business decisions and organizational improvement
- Exceptional stakeholder management, communication, and influencing skills
Desired Qualifications
- Experience leading globally distributed operations
- Experience implementing automation, workflow optimization, or AI-enabled service delivery models
- Experience influencing executive stakeholders and presenting operational recommendations at a senior leadership level
- Experience scaling support organizations in rapidly evolving SaaS or technology environments
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