CX Excellence & Operations Lead

Boldr; Pasig; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Boldr is seeking an experienced Senior Manager, Client Experience Excellence to bridge strategy and execution across SaaS and AI-enabled operations. You will lead a team of Client Experience Managers, raise leadership capability, and drive consistency and scalability across programs.

You will coach senior leaders, shape workforce planning, and implement governance to reduce escalation and improve client outcomes.

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, platform, or high-growth businesses.
• Demonstrated success building high-performing operational teams and leadership capability.
• Demonstrated success improving manager effectiveness through coaching, feedback, and leadership development.
• Experience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives.
• Experience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units.
• Strong operational governance, performance management, and escalation management experience.
• Experience using operational data to drive business decisions and organizational improvement.
• Exceptional stakeholder management, communication, and influencing skills.

Responsibilities

• Lead, coach, challenge, and develop a team of Client Experience Managers.
• Establish and reinforce clear expectations for leadership behaviors, operational rigor, accountability, decision-making, and client stewardship.
• Conduct performance evaluations, talent reviews, and ongoing development conversations.
• Use coaching, feedback, and performance management practices to strengthen leadership effectiveness across the CXM population.
• Identify leadership capability gaps and implement targeted development plans.
• Build leadership succession pipelines and organizational readiness.
• Foster a culture of ownership, accountability, continuous improvement, and operational excellence.
• Serve as a trusted advisor and thought partner to CXMs as they navigate operational complexity, leadership challenges, and client escalations.
• Establish, implement, and continuously improve operational standards across the Business Unit.
• Drive consistency in account management practices, business reviews, performance management, risk management, and operational governance.
• Lead portfolio health reviews and identify trends, risks, opportunities, and systemic performance gaps.
• Ensure best practices are identified, tested, documented, implemented, and adopted across programs.
• Create mechanisms that improve operational predictability, consistency, scalability, and performance.
• Drive a culture of operational discipline and continuous improvement across all accounts.
• Design and maintain escalation management frameworks and operational governance standards.
• Support CXMs in navigating complex, high-risk, and high-impact operational situations.
• Ensure root causes are identified and corrective actions are implemented and sustained.
• Strengthen decision-making capability across the CXM population to reduce unnecessary executive escalation.
• Improve organizational resilience through proactive risk identification and mitigation planning.
• Own workforce planning initiatives across the Business Unit.
• Lead capacity planning, staffing strategy development, growth planning, and workforce readiness reviews.
• Ensure hiring plans, staffing models, and organizational structures align with current and future client demand.
• Partner with Talent Acquisition and operational leaders to ensure hiring strategies support long-term business needs.
• Ensure workforce recommendations are supported by data, forecasting, operational requirements, and business objectives.
• Establish portfolio-wide standards for performance management and operational accountability.
• Drive the use of operational data and business insights to improve decision-making quality.
• Ensure CXMs maintain visibility into account performance, risks, trends, workforce health, and client outcomes.
• Develop frameworks that encourage proactive leadership intervention rather than reactive problem-solving.
• Use data to identify opportunities for performance improvement, leadership development, and operational optimization.
• Lead the identification, prioritization, and implementation of operational improvements across the portfolio.
• Identify opportunities to improve operational effectiveness through process optimization, automation, technology enablement, and AI adoption.
• Partner with the Senior Director to evolve future-state service delivery models.
• Evaluate emerging trends in customer support, SaaS operations, AI-enabled services, workforce optimization, and operational leadership.
• Drive initiatives that improve scalability, consistency, leadership effectiveness, operational efficiency, and client outcomes.

Skills

Leadership & team development

Coaching senior leaders

Operational excellence

Stakeholder management

SaaS/Tech/AI operations

Workforce planning

Education

Bachelor's degree in a related field

Job description

Boldr is seeking an experienced Senior Manager, Client Experience Excellence to bridge strategy and execution across SaaS and AI-enabled operations. You will lead a team of Client Experience Managers, raise leadership capability, and drive consistency and scalability across programs.

You will coach senior leaders, shape workforce planning, and implement governance to reduce escalation and improve client outcomes.