Senior Manager, Customer Care
On-site · Makati, Cagayan Valley, Republic of the Philippines
Job Summary
Senior Manager, Customer Care who will oversee end-to-end complaints management, ensure timely resolution while maintaining regulatory compliance, lead and develop the Customer Care Team, define KPIs/SLAs, analyze complaints data to drive improvements, and collaborate with regulators, legal, and business partners to ensure consistent, empathetic customer experiences across operations. The role requires strategic vision, operational excellence, and a customer-centric culture aimed at reducing recurring issues and enhancing overall customer satisfaction. Key duties include policy/process definition for complaints handling, escalation management, audits/reviews, and leveraging CRM/case-management tools to optimize performance and reporting.
Required Qualifications
- Experience leading a complaints management or customer care team
- Strong regulatory compliance knowledge
- Leadership and people management skills
- CRM/case management tooling experience
- Ability to define and monitor KPIs/SLAs
- Excellent communication and stakeholder management abilities
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