CX Operations Lead - AI-Driven Customer Experience

Vector Solutions; Pasig; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Health HMO coverage up to P200K

Free dependent upon regularization

Group life insurance up to P1M

PTO max of 20 days per year

Employee Resource Groups

Job summary

Vector Solutions in the Philippines is seeking a Manager, Customer Experience Operations to own CX processes, systems, and the analytics that prove they work. You will lead cross-functional initiatives across Customer Success, Services, and Renewals, partnering with the Director of Data & CX Ops.

This role emphasizes mentorship, process design, and AI-enabled improvements. Expect a hybrid work arrangement with one onsite day per week, a focus on scalable workflows, and collaboration with

Qualifications

• 5+ years in Customer Experience Operations or related field.
• Bachelor’s degree in Business/Operations/Marketing or related field; Master’s preferred.
• Experience supporting large-scale SaaS customer operations.
• Ability to use AI to streamline workflows in production settings.
• Working knowledge of Salesforce and CX workflows.
• Strong analytical skills with clear data storytelling.

Responsibilities

• Own the customer lifecycle process design and system builds for onboarding, adoption, support, renewal, and expansion.
• Create scalable CX workflows, onboarding playbooks, escalation paths, and proactive outreach.
• Identify friction points and reduce them via automation or self-service.
• Leverage AI to compress manual work across CX operations and build/operate agents.
• Serve as SME and hands-on admin for CX stack including Salesforce and CS platform.
• Configure health scores and churn signals; ensure data accuracy across systems.
• Provide cross-functional leadership and mentorship; align with executives on recommendations.
• Build operational reporting/dashboards for customer health, adoption, and activity.

Skills

CX Operations

Data analytics

AI in CX

SaaS experience

Communication

Education

Bachelor's degree

Master's degree a plus

Tools

Salesforce

CX platform

Job description

Vector Solutions in the Philippines is seeking a Manager, Customer Experience Operations to own CX processes, systems, and the analytics that prove they work. You will lead cross-functional initiatives across Customer Success, Services, and Renewals, partnering with the Director of Data & CX Ops.

This role emphasizes mentorship, process design, and AI-enabled improvements. Expect a hybrid work arrangement with one onsite day per week, a focus on scalable workflows, and collaboration with