CX Case Management & Workflow Lead

Globe Telecom; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Globe Telecom in the Philippines seeks a Case Management Lead to oversee customer workflows, align with internal teams, and drive improvements in CRM processes to enhance service delivery.

You will lead design and implementation of automation initiatives, monitor performance with KPIs, and ensure end-to-end solutions meet business requirements while maintaining security considerations.

Qualifications

• Experience in CRM development and integration preferred.
• Soft Skills: Creative Communications, Relationship Development.
• Hard Skills: Project/Program Management, Change Management.
• Certification/License: Change Management.

Responsibilities

• Oversee, lead and evaluate effectiveness of customer-impacting workflows.
• Collaborate with Operations and Voice of the Customer to resolve pain points.
• Champion customer experience improvements in CRM workflow management.
• Drive automation and system improvements to reduce manual tasks.
• Define requirements, governance, metrics for case management.
• Provide regular progress reporting to stakeholders.

Skills

CRM development

CRM integration

Project management

Change management

Job description

Globe Telecom in the Philippines seeks a Case Management Lead to oversee customer workflows, align with internal teams, and drive improvements in CRM processes to enhance service delivery.

You will lead design and implementation of automation initiatives, monitor performance with KPIs, and ensure end-to-end solutions meet business requirements while maintaining security considerations.