Business Intelligence Specialist (Remote, Night Shift)

HGS Offshore Staffing Solutions (HGS OSS); Metro Manila; On-site; PHP 900,000 - 2,100,000; Full time

Job summary

HGS Offshore Staffing Solutions (HGS OSS) is seeking a CX Operations Lead to optimize data, reporting, systems, and processes for the Customer Experience team. The role emphasizes cross-functional projects, automation, and scalable workflows across Customer Success, Services, and Support.

You will build weekly CX reports, analyze NPS data, monitor project health, and transform data into actionable insights for leadership.

Qualifications

• 2–3+ years of experience in BI, Data Analytics, Business Operations, Customer Success Operations, Revenue Operations, or a similar role.
• Strong analytical and problem-solving skills.
• Experience building dashboards, reports, and KPIs.
• Ability to turn data into actionable business insights.
• Experience improving processes or building workflows/automation.
• Comfortable working with business systems and learning new tools.
• Strong project management and organizational skills.
• Comfortable working with teams across Sales, Customer Success, Support, Product, and Engineering.
• Strong written and verbal communication skills.
• Comfortable working independently and taking ownership of projects.
• Experience using AI or automation tools is a plus.
• Experience with tools such as Rocketlane, HubSpot, Gong, Appcues, or RingCentral is a plus.

Responsibilities

• Build and maintain weekly CX reports and dashboards.
• Analyze customer, support, project, and NPS data to identify trends and risks.
• Monitor customer and project health and flag potential issues.
• Turn data into clear insights and recommendations for leadership.
• Track key CX metrics and performance.
• Identify inefficient or manual processes and find ways to improve them.
• Build workflows, playbooks, and processes that make CX teams more efficient.
• Use automation and AI to reduce repetitive work.
• Standardize processes across Customer Success, Services, and Support.
• Lead or coordinate cross-functional projects to improve the customer experience.
• Create project plans, track progress, identify risks, and keep stakeholders informed.
• Flag stalled projects, high support volume, low NPS scores, and other warning signs.

Skills

Business Intelligence

Data Analytics

Operations

Customer Success Ops

Revenue Operations

Dashboards

KPIs

Automation

Cross-functional Collaboration

Project Management

Communication

Tools

Rocketlane

HubSpot

Gong

Appcues

RingCentral

AnnounceKit

Job description

We’re looking for a CX Operations Lead to help our Customer Experience team work more efficiently.

This is an internal operations role focused on data, reporting, systems, process improvement, and cross-functional projects. You’ll look at data and workflows to identify problems, build solutions, and help teams stay aligned.

A background in Business Intelligence, Data Analytics, Operations, or Customer Success Operations could be a great fit.

What You’ll Do

Reporting & Analytics

• Build and maintain weekly CX reports and dashboards.
• Analyze customer, support, project, and NPS data to identify trends and risks.
• Monitor customer and project health and flag potential issues.
• Turn data into clear insights and recommendations for leadership.
• Track key CX metrics and performance.

Process Improvement

• Identify inefficient or manual processes and find ways to improve them.
• Build workflows, playbooks, and processes that make CX teams more efficient.
• Use automation and AI to reduce repetitive work.
• Standardize processes across Customer Success, Services, and Support.

Systems & Tools

• Manage and maintain CX systems such as Rocketlane, RingCentral, HubSpot, Gong, Appcues, and AnnounceKit.
• Keep systems, workflows, and data accurate and up to date.
• Help implement new tools and processes.
• Support CX teams when system or workflow issues come up.
• Review new product releases and make sure CX systems and documentation are updated.

Cross-Functional Projects

• Lead or coordinate projects that improve the customer experience.
• Work with Sales, Customer Success, Support, Product, Engineering, and Operations.
• Create project plans, track progress, identify risks, and keep stakeholders informed.
• Help move projects from an idea to implementation and adoption.
• Monitor customer and project activity for potential risks.
• Flag stalled projects, high support volume, low NPS scores, and other warning signs.
• Make sure issues are routed to the right teams before they become larger problems.

What Success Looks Like

You’ll be successful if:

• Leadership has clear and reliable CX reporting.
• CX teams have accurate systems and efficient processes.
• Potential customer and revenue risks are identified early.
• Manual work is reduced through automation and better workflows.
• Cross-functional projects are organized, completed, and adopted.

What We’re Looking For

• 2–3+ years of experience in BI, Data Analytics, Business Operations, Customer Success Operations, Revenue Operations, or a similar role.
• Strong analytical and problem-solving skills.
• Experience building dashboards, reports, and KPIs.
• Ability to turn data into actionable business insights.
• Experience improving processes or building workflows/automation.
• Comfortable working with business systems and learning new tools.
• Strong project management and organizational skills.
• Comfortable working with teams across Sales, Customer Success, Support, Product, and Engineering.
• Strong written and verbal communication skills.
• Comfortable working independently and taking ownership of projects.
• Experience using AI or automation tools is a plus.
• Experience with tools such as Rocketlane, HubSpot, Gong, Appcues, or RingCentral is a plus.