Chief Global Customer Service Leader

WebBeds; Manila; On-site; PHP 5,000,000 - 9,000,000; Full time

Job summary

WebBeds seeks a Vice President, Global Head of Customer Service to lead Level 1, Level 2 and Operational Account Management teams across the customer journey, enhancing satisfaction and performance. You will partner with the COO to shape a global-local operating model, translate priorities into a strategy, and drive improvement through data, omni-channel capabilities and automation.

You will define KPIs, standards, and governance, manage budgets, and steer transformation across geographies to

Qualifications

• Senior leadership in international operations or contact centres.
• Proven transformation and changeLeadership in operational and strategic contexts.
• Deep understanding of business processes and digital tools that improve customer experience.
• Ability to use data/analytics to set priorities and drive action.
• Strong financial and analytical capability with resource alignment.
• Executive governance and escalation experience in global programmes.
• Excellent English written and verbal communication.

Responsibilities

• Lead Level 1, Level 2 and Operational Account Management teams across pre-, in-, post-travel enquiries.
• Partner with the COO to shape a global-local operating model and strategy.
• Define organisation design, sourcing, governance, and technology needs to support WebBeds.
• Set KPIs, standards and accountability; monitor performance across sites.
• Develop analytics processes to identify root causes and drive improvements.
• Drive service quality through omni-channel, AI and automation initiatives.
• Translate priorities into a roadmap and executable plans for Customer Service.
• Collaborate with stakeholders to align customer and supplier feedback with future improvements.
• Oversee budgets and ensure resources align with business priorities.

Skills

Senior leadership

Transformation leadership

Operations knowledge

Analytics & data

Budgeting & finance

Stakeholder management

Global matrix governance

Cross-cultural comms

Job description

WebBeds seeks a Vice President, Global Head of Customer Service to lead Level 1, Level 2 and Operational Account Management teams across the customer journey, enhancing satisfaction and performance. You will partner with the COO to shape a global-local operating model, translate priorities into a strategy, and drive improvement through data, omni-channel capabilities and automation.

You will define KPIs, standards, and governance, manage budgets, and steer transformation across geographies to