Global Head of Customer Service & Experience

WebBeds; Mandaluyong; Hybrid; PHP 11,307,000 - 16,960,000; Full time

Job summary

WebBeds in Manila is seeking a seasoned executive to serve as Vice President, Global Head of Customer Service, overseeing Level 1, Level 2 and Operational Account Management teams across the full customer journey.

You will translate business priorities into a clear CS strategy and roadmap, build high-performing teams, and partner with global and local stakeholders to capture synergies while addressing local requirements.

Qualifications

• Demonstrated senior leadership experience in operations, customer service and/or contact centres within an international organisation.
• Proven track record of leading transformation and change in both operational and strategic environments.
• Deep understanding of operations and business processes with digital tools for customer experience improvement.

Responsibilities

• Lead global Customer Service: lead and manage the Level 1, Level 2 and Operational Account Management teams handling pre-travel, in-travel and post-travel enquiries, booking management, administration, manual actions on automated tickets, payment issues and special requests.
• Deliver operational excellence: ensure client requests and enquiries are resolved accurately, efficiently and in line with internal KPIs and agreed service levels, acting as the senior escalation point for complex queries, complaints and operational risks.
• Shape capabilities and the operating model: coordinate existing capabilities and define the organisation design, sourcing and location strategy, people processes, governance, technology and data capabilities needed to support WebBeds strategy and customer and supplier demand.
• Set and improve performance standards: define benchmarks, objectives and KPIs across disciplines and sites, support leaders in monitoring team and individual performance, and drive measurable improvements through clear accountability and ownership.
• Use insight to improve service quality: develop transversal analytical processes to identify root causes and trends in repeat enquiries, complaints and service failures, and translate findings into prioritised, measurable improvement plans.
• Optimise service through technology: continuously improve workflows and develop omni-channel, multi-channel and language capabilities, identifying opportunities for AI, automation and cross-business synergies while balancing service quality, cost and competitive advantage.
• Lead strategy and transformation: translate priorities from Commercial, Finance, Technology, Talent & Culture and Global Operations into short and long term strategy, change plans and an executable roadmap for Customer Service.
• Represent the voice of the customer: partner with Operational Account Management, Commercial teams and other stakeholders to turn customer and supplier feedback into improvements in products, solutions, operating standards, retention and future growth.
• Own planning and financial performance: collaborate with Operations leaders to define annual budgets, monitor forecasts and ensure Customer Service contributes to expense and budget targets, aligning people, technology and other resources to business priorities.
• Embed continuous improvement and inclusive leadership: promote a high-performance, employee-centred culture that encourages learning, inclusion, best-practice sharing and recognition, while proactively identifying operational gaps and mitigating risks to projects, services and outcomes.
• Broader scope: take on responsibilities that evolve in line with the Global Operations operating model, business priorities, the transformation roadmap and changing partner and customer needs.

Skills

Senior leadership in operations

Customer service transformation

Data-driven decision making

Stakeholder management

Cross-cultural collaboration

English communication

Job description

WebBeds in Manila is seeking a seasoned executive to serve as Vice President, Global Head of Customer Service, overseeing Level 1, Level 2 and Operational Account Management teams across the full customer journey.

You will translate business priorities into a clear CS strategy and roadmap, build high-performing teams, and partner with global and local stakeholders to capture synergies while addressing local requirements.