CX Excellence Leader: Scale Client Experience

Boldr Impact; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Boldr in Manila is seeking an exceptional Senior Manager, Client Experience Excellence to bridge Business Unit strategy and account execution. You will lead a team of Client Experience Managers, elevate operational excellence, and ensure leaders have the capability, confidence, and accountability to succeed in complex SaaS and AI-enabled environments.

This hands-on leadership role requires coaching senior leaders, shaping workforce models, and governing escalation processes.

Qualifications

• 7+ years of experience in Client Experience, Customer Operations, or related roles.
• Experience leading managers and scalable teams.
• Proven ability to influence executive stakeholders.

Responsibilities

• Lead and develop a team of Client Experience Managers.
• Establish leadership expectations and operational rigor.
• Drive portfolio health reviews and identify risks and opportunities.
• Own workforce planning and organizational readiness.
• Use data to improve decision making and drive improvements.

Skills

Leadership

Coaching

Stakeholder management

Operational governance

Data-driven decision making

Job description

Boldr in Manila is seeking an exceptional Senior Manager, Client Experience Excellence to bridge Business Unit strategy and account execution. You will lead a team of Client Experience Managers, elevate operational excellence, and ensure leaders have the capability, confidence, and accountability to succeed in complex SaaS and AI-enabled environments.

This hands-on leadership role requires coaching senior leaders, shaping workforce models, and governing escalation processes.