CX Analytics & Ops Lead

HGS Offshore Staffing Solutions (HGS OSS)

Metro Manila

On-site

PHP 900,000 - 2,100,000

Full time

4 days ago

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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.