Senior Manager, Client Experience Excellence
On-sitePasig City, Metro Manila, Philippines
Pasig City, Metro Manila, PhilippinesOn-siteFull TimeSenior LevelMedium
Full TimeSenior LevelMedium
Job Summary
Lead a team of Client Experience Managers by coaching leadership capability, establishing operational rigor, and building succession pipelines. Establish and continuously improve portfolio-wide operational standards, governance frameworks, and escalation management to reduce executive dependency. Own workforce planning, capacity modeling, and organizational readiness while driving data-informed performance management and continuous improvement initiatives. Navigate complex SaaS and AI-enabled environments to ensure consistent client outcomes and scalable operational discipline across the business unit.
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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