CX Operations Lead - Vendor Partnerships & Performance

SEPHORA; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sephora SEA seeks a CX Operations Manager to oversee customer experience across SE Asia and Australia/NZ, coordinating with retail and e-commerce teams. The role drives data-driven improvements, vendor governance, and cross-functional collaboration to delight customers.

Reporting to the Head of Customer Experience, you will manage nine-hour shifts, weekends and holidays as needed, and lead regional teams through data-enabled decision making to strengthen partner relationships and overall service

Qualifications

• 5+ years of experience in a leadership position in the BPO industry.
• Bachelor's/College Degree in any field.
• Experience with DOMO is a plus; advanced Excel skills required.
• Experience in regional team management and performance management.

Responsibilities

• Lead day-to-day CX operations and regional vendor relationships.
• Collaborate with CX support and IT/HR to implement improvements.
• Define and track KPIs; report insights to stakeholders.
• Manage risk, issue resolution, and vendor performance against SLAs.

Skills

Leadership

Vendor management

KPI tracking

Data reporting

Education

Bachelor's degree

Tools

DOMO

Excel

Job description

Sephora SEA seeks a CX Operations Manager to oversee customer experience across SE Asia and Australia/NZ, coordinating with retail and e-commerce teams. The role drives data-driven improvements, vendor governance, and cross-functional collaboration to delight customers.

Reporting to the Head of Customer Experience, you will manage nine-hour shifts, weekends and holidays as needed, and lead regional teams through data-enabled decision making to strengthen partner relationships and overall service