Global Customer Operations Manager

InteLogix; Bacolod; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

InteLogix is a leading provider of integrated solutions, focused on delivering exceptional customer experiences through empathetic engagement and advocacy for client brands.

The role leads customer care by shaping a global roadmap, monitoring SLAs and KPIs, and driving continuous improvement across processes, technology deployment, and training. A dynamic leader will collaborate with multiple functions to meet targets and optimize operations.

Responsibilities

• Lead customer care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership.
• Manage client communication and relationships.
• Evaluate existing systems and processes and implement redesigns to improve and optimize KPIs and efficiency.
• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals.
• Oversee the deployment of technology and features that improve customer experience.
• Act as a change agent, systematically driving continuous improvement and operational excellence.
• Stay abreast of overall business targets, schedules, and activities.
• Work closely with other functions for efficient day-to-day business operations.
• Collaborate other groups to address customer-impacting issues, armed with clear, data-driven business cases.
• Manage the appropriate budgets and ensure staffing workforce planning adequately to cover volume and achieve SLAs.
• Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations.
• Ensure full compliance with all regulations, compliance, and audit reports.
• Manage P&L for the program(s).
• Participate in community engagement activities

Job description

InteLogix is a leading provider of integrated solutions, focused on delivering exceptional customer experiences through empathetic engagement and advocacy for client brands.

The role leads customer care by shaping a global roadmap, monitoring SLAs and KPIs, and driving continuous improvement across processes, technology deployment, and training. A dynamic leader will collaborate with multiple functions to meet targets and optimize operations.