Global Head of Customer Service & Experience

WebBeds; Manila; On-site; PHP 6,000,000 - 12,000,000; Full time

Job summary

WebBeds is seeking a Vice President, Global Head of Customer Service to lead Level 1, Level 2 and Account Management teams globally, shaping a global-local operating model and driving customer satisfaction across the journey.

You will partner with the COO to translate priorities into a clear CS strategy, build high-performing teams, and leverage data, omni-channel capabilities, technology, AI and automation to enhance quality, efficiency and scalability.

Qualifications

• Senior leadership experience in large international operations.
• Experience driving transformation and change in strategic settings.
• Strong ability to translate data into priorities and actions.
• Excellent financial acumen and ability to align resources with budgets.
• Proven ability to manage stakeholders across geographies.

Responsibilities

• Lead global Customer Service across Level 1/2 and Account Management teams.
• Shape operating model, sourcing, governance and data capabilities.
• Set KPIs and drive improvements in service quality and efficiency.
• Develop analytics to identify root causes and trends in inquiries.
• Oversee technology-enabled enhancements including AI and automation.
• Translate priorities into a practical roadmap and transformational plans.
• Collaborate on budgeting and forecast with Operations leaders.
• Promote inclusive leadership and drive global programme governance.
• Represent the voice of the customer to improve products and services.

Skills

Senior leadership

Transformation

Data analytics

Budgeting & finance

Cross-cultural comms

Stakeholder management

Governance & escalation

Problem solving

Global matrix

Customer-centric

Job description

WebBeds is seeking a Vice President, Global Head of Customer Service to lead Level 1, Level 2 and Account Management teams globally, shaping a global-local operating model and driving customer satisfaction across the journey.

You will partner with the COO to translate priorities into a clear CS strategy, build high-performing teams, and leverage data, omni-channel capabilities, technology, AI and automation to enhance quality, efficiency and scalability.