Global Customer Care Center Leader (Hybrid)

AMADEUS MARKETING PHILS, INC.; Taguig; Hybrid; PHP 2,000,000 - 5,000,000; Full time

Benefits offered by this job

Hybrid working model

Diversity & inclusion awareness

Job summary

AMADEUS MARKETING PHILS, INC. seeks an Associate Director for the Customer Care Center to guide the new global operation as the first contact point for customers. You will drive a unified, tech-enabled support model and ensure superior customer experiences.

You will lead cross-functional teams, implement automation and self-service options, and focus on continuous improvement while managing performance and readiness for incidents in a truly global, matrix organization.

Qualifications

• Degree or equivalent experience in Business, IT, Engineering, Customer Support, or related field.
• Proven experience leading customer service or helpdesk operations across regions or multi-channel teams.
• Track record in improving processes and introducing new technologies (e.g., automation, self-service).
• Strong people leadership with experience engaging diverse teams and partners.
• Excellent communication skills with the ability to explain complex ideas simply.
• Familiarity with customer support performance metrics and SLAs.

Responsibilities

• Lead the transition from legacy support models to a unified global Customer Care Center with consistent service standards.
• Partner with global teams to deliver high-quality support across phone, portal, chat, and automated channels.
• Introduce and enhance tools that simplify work, including AI-enabled automation and self-service options.
• Promote a positive experience for both customers and employees, fostering engagement and growth during change.
• Share customer perspectives and insights in leadership discussions to guide decision-making.
• Oversee performance, workforce engagement, resource planning, cost effectiveness, and readiness for crisis or incident response.

Skills

People leadership

Multi-channel leadership

Excellent communication

Change management

Education

Bachelor's degree or equivalent in Business/IT/Engineering/Customer Support

Job description

AMADEUS MARKETING PHILS, INC. seeks an Associate Director for the Customer Care Center to guide the new global operation as the first contact point for customers. You will drive a unified, tech-enabled support model and ensure superior customer experiences.

You will lead cross-functional teams, implement automation and self-service options, and focus on continuous improvement while managing performance and readiness for incidents in a truly global, matrix organization.