Global Head of Customer Service & Experience

WebBeds Services Inc.; Mandaluyong; On-site; PHP 4,800,000 - 7,200,000; Full time

Job summary

WebBeds Services Inc. is seeking a Vice President, Global Head of Customer Service to lead Level 1, 2 and Operational Account Management teams across the customer journey.

You will translate priorities into a global strategy, build high-performing teams, and drive improvements using data, omni-channel capabilities, technology, AI and automation to improve quality, efficiency and scalability. As a strategic partner to the COO, you will shape a global-local operating model, respond to local

Qualifications

• Demonstrated senior leadership experience in operations, customer service and/or contact centres within international organisations.
• Proven track record leading transformation and change in operational and strategic settings.
• Strong understanding of business processes and digital tools that improve customer experience and automate work.
• Ability to use data and analytics to drive priorities and action.
• Financial and analytical capability aligning people, tech and resources to strategy and budget.
• Influential leadership with stakeholder management across a global matrix.
• Experience establishing governance and executive escalation for global programmes.

Responsibilities

• Lead global Customer Service: manage Level 1, 2 and Operational Account Management teams across pre-, in-, and post-travel enquiries.
• Deliver operational excellence: meet KPIs and service levels; act as senior escalation point for complex queries and risks.
• Shape capabilities and operating model: define org design, sourcing, location strategy and governance, technology and data needs.
• Set performance standards: define benchmarks, monitor performance, drive improvements with accountability.
• Use insight to improve service quality: identify root causes and trends; translate into action plans.
• Lead strategy and transformation: translate priorities into executable roadmaps for Customer Service.

Skills

Senior leadership

Operations management

Customer service excellence

Data analytics

Digital tools & AI

Job description

WebBeds Services Inc. is seeking a Vice President, Global Head of Customer Service to lead Level 1, 2 and Operational Account Management teams across the customer journey.

You will translate priorities into a global strategy, build high-performing teams, and drive improvements using data, omni-channel capabilities, technology, AI and automation to improve quality, efficiency and scalability. As a strategic partner to the COO, you will shape a global-local operating model, respond to local