Global Customer Operations Manager - Data-Driven Excellence

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

Job summary

InteLogix is seeking a senior leader to oversee global customer care programs, focusing on SLA/KPI performance and continuous improvement. You will shape roadmaps, drive data-driven decision making, and collaborate with cross-functional teams to optimize customer experience.

The role requires strong stakeholder management, budgeting, and people leadership to ensure service levels meet and exceed client expectations while maintaining compliance and governance.

Qualifications

• Experience leading customer care teams with a global scope.
• Proven ability to define and track SLA/KPI reporting.
• Strong stakeholder management and client relationship skills.
• Track and optimize KPIs through data-driven insights.
• Experience with budgeting and workforce planning.

Responsibilities

• Lead global customer care roadmap aligned to SLAs and KPIs.
• Develop and present SLA/KPI reporting to leadership.
• Manage client communications and relationships.
• Redesign processes to improve KPIs and efficiency.
• Oversee training and development of staff to exceed service levels.
• Ensure regulatory compliance and audit readiness.

Job description

InteLogix is seeking a senior leader to oversee global customer care programs, focusing on SLA/KPI performance and continuous improvement. You will shape roadmaps, drive data-driven decision making, and collaborate with cross-functional teams to optimize customer experience.

The role requires strong stakeholder management, budgeting, and people leadership to ensure service levels meet and exceed client expectations while maintaining compliance and governance.