Customer Experience Senior Manager (Process Improvement)

Confidential; Pasig; Hybrid; PHP 2,000,000 - 3,000,000; Full time

Job summary

Confidential seeks a Customer Experience Senior Manager (Process Improvement) to lead service excellence, optimize processes, and oversee quality programs across customer support and digital channels.

You will drive continuous improvement through standards, controls, and AI-enabled solutions, collaborating with CX Operations, Technology, AI, and business stakeholders to identify opportunities and measure impact.

Qualifications

• 8+ years in CX, process improvement, QA, digital operations, or automation.
• 5+ years implementing AI-enabled quality management or workflow automation.
• Experience with CX platforms like Zendesk, Qualtrics or similar preferred.
• Experience in multi-market, multilingual, or outsourced operations is a plus.
• Willing to work in Ortigas Pasig (hybrid).

Responsibilities

• Analyze and redesign customer service processes to improve efficiency, service quality, and customer experience.
• Identify and prioritize AI and automation opportunities based on business impact, feasibility, risk, and ROI.
• Maintain SOPs, process documentation, and performance metrics including cycle time, SLA compliance, repeat contacts, and productivity improvements.
• Develop and manage quality frameworks, scorecards, and evaluation standards across customer interactions and service channels.
• Implement automated quality monitoring to assess accuracy, compliance, consistency, and resolution effectiveness.
• Translate business and quality requirements into AI-enabled workflows, automation rules, and evaluation models.
• Lead testing, validation, and deployment of automation solutions such as quality monitoring, case classification, SLA alerts, summaries, and routing workflows.
• Evaluate AI agents and automated processes, ensuring appropriate controls, escalation paths, and outcome validation.
• Analyze operational, quality, and customer feedback data to identify root causes and improvement opportunities.
• Partner with stakeholders to implement corrective actions and measure effectiveness.
• Provide insights on quality trends, service performance, automation impact, and customer experience outcomes.
• Maintain testing, monitoring, and documentation standards for AI-enabled processes and quality programs.
• Establish controls for escalation and rollback when required.
• Support adoption of new processes and tools through stakeholder engagement and training.

Skills

Customer experience

Process improvement

Quality assurance

Digital operations

Automation

Stakeholder collaboration

Education

Bachelor's degree in Business, Industrial Engineering, Information Technology, Computer Science, Data Analytics, or related field

Tools

Zendesk

Qualtrics

Job description

The Customer Experience Senior Manager (Process Improvement) leads service excellence, process optimization, and quality assurance initiatives across customer support operations and digital service channels. The role drives continuous improvement through the implementation of service standards, quality frameworks, process controls, and AI-enabled solutions that enhance customer outcomes, operational efficiency, and service consistency.

Working closely with CX Operations, Technology, AI, and business stakeholders, the role identifies improvement opportunities, implements automation and quality initiatives, and ensures effective governance, adoption, and performance monitoring.

Key Responsibilities

Process Improvement and Service Excellence

• Analyze and redesign customer service processes to improve efficiency, service quality, and customer experience.
• Identify and prioritize AI and automation opportunities based on business impact, feasibility, risk, and return on investment.
• Maintain SOPs, process documentation, and performance metrics, including cycle time, SLA compliance, repeat contacts, and productivity improvements.

AI-Enabled Quality Management

• Develop and manage quality frameworks, scorecards, and evaluation standards across customer interactions and service channels.
• Implement automated quality monitoring to assess accuracy, compliance, consistency, and resolution effectiveness.
• Validate and calibrate AI-driven evaluations, ensuring reliability through expert review and continuous performance monitoring.

Automation and AI Solutions

• Translate business and quality requirements into AI-enabled workflows, automation rules, and evaluation models.
• Lead the testing, validation, and deployment of automation solutions such as quality monitoring, case classification, SLA alerts, summaries, and routing workflows.
• Evaluate AI agents and automated processes, ensuring appropriate controls, escalation paths, and outcome validation.

Quality Insights and Continuous Improvement

• Analyze operational, quality, and customer feedback data to identify root causes and improvement opportunities.
• Partner with operational stakeholders to implement corrective actions and measure the effectiveness of improvements.
• Provide insights and recommendations on quality trends, service performance, automation effectiveness, and customer experience outcomes.

Governance and Change Adoption

• Maintain testing, monitoring, and documentation standards for AI-enabled processes and quality programs.
• Establish controls for issue escalation, exception management, and solution rollback when required.
• Support the adoption of new processes and tools through stakeholder engagement, training, and cross-functional collaboration.

Qualifications

• Bachelor's degree in Business, Industrial Engineering, Information Technology, Computer Science, Data Analytics, or a related field.
• Minimum of 8 years of experience in customer experience, process improvement, quality assurance, digital operations, or automation.
• At least 5 years of hands-on experience implementing AI-enabled quality management or workflow automation solutions.
• Proven track record of improving service quality, operational efficiency, productivity, or customer outcomes.
• Experience with customer service and experience management platforms such as Zendesk, Qualtrics, or similar solutions is preferred.
• Experience in multi-market, multilingual, or outsourced customer operations environments is an advantage.
• Willing to work in Ortigas Pasig (hybrid work setup).