Associate Manager - Customer Experience

Sutherland; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland Philippines is seeking a Customer Experience Associate Manager to lead the CE Team, driving observations, reports, and continuous improvement. You will own the CE delivery plan, oversee client communications, and ensure high-quality customer experiences.

The ideal candidate has at least 2 years of leadership in quality teams, strong project leadership, and the ability to influence without authority.

Qualifications

• At least 2 years leadership experience handling a Quality team, including client management.
• Creativity, proactivity, and bias for action.
• Experience with marketing, organizational development, psychology, or customer experience.
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense.
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design

Responsibilities

• CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment.
• Champions program implementation of Continuous Improvement Framework.
• Own deployment and completion of CE delivery plan for the program.
• Observations and Customer Experience (survey) results to improve performance.
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns.
• Manage team productivity and effectiveness using a structured approach to manage performance.
• Deliver process-level insights to stakeholders and have expertise in data analysis using CE.
• Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve.
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Skills

Leadership

Client management

Creativity

Proactivity

Influence without authority

Journey mapping

Learning agility

Attention to detail

Tools

Windows

Word

PowerPoint

Excel

Job description

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.
We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Job Description

The Customer Experience Associate Manager looks after the overall activities of the program Customer Experience (CE) Team that includes:

• CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of CE delivery plan for the program
• Observations and Customer Experience (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using CE
• Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Qualifications

Our most successful candidates have:

• At least 2 years leadership experience handling a Quality team, including client management
• Creativity, proactivity, and have a bias for action
• Experience with marketing, organizational development, psychology, or customer experience
• Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
• Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
• Ability to inspire others to action and to influence without authority is absolutely necessary
• Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
• Passion for learning/learning agile
• Good computer skills: working knowledge of Microsoft Windows, Word, PowerPoint, Excel
• The ability to exude a professional demeanor and appearance
• Attention to detail and excellent organizational skills

Additional Information

All your information will be kept confidential according to EEO guidelines.

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