Global Head of Customer Service & Operations

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, 2 and Operational Account Management teams across the customer journey. You will drive strategic customer service priorities, optimize processes, and oversee service quality, efficiency, and scalability across geographies.

You will partner with the COO to design a global-local operating model, translate priorities into a clear strategy and roadmap, and lead teams through data-driven improvements, AI and

Qualifications

• Demonstrated senior leadership experience in operations, customer service, and/or contact centres within international organisations.
• Proven track record transforming operations and strategy in complex environments.
• Deep understanding of processes, digital tools and automation to improve customer experience.

Responsibilities

• Lead Level 1, Level 2 and Operational Account Management teams across pre-, in-, and post-travel enquiries.
• Set and monitor KPIs; ensure service levels and quality targets are met.
• Shape operating model, governance, and location strategy to support WebBeds.

Skills

Senior leadership

Operations management

Transformation & change

Data analytics

Governance & escalation

Budget & financial awareness

Cross-cultural communication

Stakeholder management

Strategic thinking

English proficiency

Job description

WebBeds 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 drive strategic customer service priorities, optimize processes, and oversee service quality, efficiency, and scalability across geographies.

You will partner with the COO to design a global-local operating model, translate priorities into a clear strategy and roadmap, and lead teams through data-driven improvements, AI and