CX Process Excellence Lead

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

Benefits offered by this job

Healthcare on day one and dependents

PTO with cash conversion

Group life insurance

Performance bonus

Job summary

MicroSourcing International is seeking a CX Process Excellence Lead to serve as the Customer Experience expert, supporting client discussions, solution design, implementations, and operational readiness. You will lead discovery conversations, recommend scalable CX solutions, and coordinate across multiple internal teams to ensure launch readiness.

The role requires 3–5 years in CX or related fields, with strong English communication and a background in BPO.

Qualifications

• Bachelor's degree in Business, Communications, Operations, or related field.
• 3–5 years of experience in Customer Experience, customer service, contact center operations, or related fields.
• 3–5 years of BPO experience.

Responsibilities

• Lead client discovery conversations to understand customer service processes, channels, technologies, goals, and requirements.
• Recommend practical and scalable CX solutions based on client needs.
• Lead implementation, onboarding, knowledge transfer, training, workflow validation, and go-live activities.
• Coordinate with clients, Delivery, Recruiting, Sales, Account Management, Client Success, Product, and other internal teams to ensure launch readiness.
• Help define hiring requirements, job profiles, interview criteria, training plans, and delivery-readiness standards.
• Guide teams on customer support workflows, SOPs, escalation processes, quality standards, and performance expectations.
• Develop and improve CX service offerings, playbooks, SOPs, discovery tools, and best practices.
• Support Sales and internal teams by providing expertise on CX capabilities, terminology, and solutions.
• Provide post-launch advisory support by helping identify root causes, address operational challenges, and recommend improvements.
• Stay updated on CX technologies, automation, AI-enabled solutions, and industry best practices.

Skills

CX leadership

Client discussions

Process excellence

English communication

Project coordination

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Genesys

Five9

NICE

Job description

Discover your 100% YOU with MicroSourcing!

Position: CX Process Excellence Lead

Work setup: Work from home

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

As CX Process Excellence Lead, you will serve as the Customer Experience subject matter expert, supporting client discussions, solution design, implementations, and operational readiness.

• Lead client discovery conversations to understand customer service processes, channels, technologies, goals, and requirements.
• Recommend practical and scalable Customer Experience solutions based on client needs.
• Lead implementation, onboarding, knowledge transfer, training, workflow validation, and go-live activities.
• Coordinate with clients, Delivery, Recruiting, Sales, Account Management, Client Success, Product, and other internal teams to ensure launch readiness.
• Help define hiring requirements, job profiles, interview criteria, training plans, and delivery-readiness standards.
• Guide teams on customer support workflows, SOPs, escalation processes, quality standards, and performance expectations.
• Develop and improve CX service offerings, playbooks, SOPs, discovery tools, and best practices.
• Support Sales and internal teams by providing expertise on Customer Experience capabilities, terminology, and solutions.
• Provide post-launch advisory support by helping identify root causes, address operational challenges, and recommend improvements.
• Stay updated on CX technologies, automation, AI-enabled solutions, and industry best practices.
  
  

Customer Experience Expertise

You should have experience in areas such as:

• Customer service and contact center operations
• Tier 1 technical support
• Voice, email, and chat support
• Subscription services, billing, renewals, cancellations, retention, and refunds
• Escalation management and customer support workflows
• Quality assurance, coaching, calibration, and root-cause analysis
• CX metrics such as CSAT, FCR, AHT, response/resolution time, quality scores, and SLA attainment
  
  

What We're Looking For

• Bachelor's degree in Business, Communications, Operations, or a related field, or equivalent experience.
• 3–5 years of experience in Customer Experience, customer service, contact center operations, technical support, subscription services, or related fields.
• 3–5 years of BPO experience.
• Strong understanding of Customer Experience operations, processes, metrics, and industry practices.
• Confident in leading client-facing discussions and working with operational and executive stakeholders.
• Excellent English communication, presentation, facilitation, documentation, and stakeholder-management skills.
• Strong organizational and project coordination skills.
• Willingness to work 8:30 a.m. to 5:30 p.m. Eastern Time.
  
  

Nice to Have

• Experience in client implementations, onboarding, solutions design, or pre-sales.
• Background as a team lead, trainer, QA specialist, or operations supervisor.
• Experience with CRM/contact center platforms such as Salesforce, Zendesk, Genesys, Five9, or NICE.
• Omnichannel customer support experience.
• Exposure to AI, automation, process optimization, or digital transformation.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply