CX Excellence Leader: Scale Leadership & Operations

Boldr Impact; Tacloban; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Boldr is seeking an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution. This role elevates the effectiveness of Client Experience Managers, strengthens operational excellence across the portfolio, and enables teams to deliver exceptional client outcomes at scale.

The Senior Manager, Client Experience Excellence leads a team of CXMs and drives consistency across programs while ensuring leaders have the capability, confidence, and

Qualifications

• 7+ years of experience in Client Experience, Customer Operations, Service Delivery, or related environments.
• 5+ years leading managers who themselves lead operational teams.
• Experience supporting SaaS, technology, AI, or high-growth businesses.
• Demonstrated success building high-performing operational teams and leadership capability.

Responsibilities

• Lead, coach, and develop a team of Client Experience Managers.
• Establish expectations for leadership behaviors, operational rigor, accountability, and client stewardship.
• Conduct performance evaluations and development conversations.
• Strengthen leadership effectiveness across the CXM population through coaching and feedback.
• Identify leadership capability gaps and implement targeted development plans.
• Build succession pipelines and organizational readiness.
• Foster ownership, continuous improvement, and operational excellence.
• Serve as trusted advisor to CXMs navigating complexity and escalations.

Skills

Leadership

Coaching

Stakeholder management

Data-driven

Strategic thinking

Change management

Operational governance

People development

Job description

Boldr is seeking an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution. This role elevates the effectiveness of Client Experience Managers, strengthens operational excellence across the portfolio, and enables teams to deliver exceptional client outcomes at scale.

The Senior Manager, Client Experience Excellence leads a team of CXMs and drives consistency across programs while ensuring leaders have the capability, confidence, and