Head of Premium Customer Experience

Digits Trading Corporation; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Apple Authorized Service Center in Metro Manila, Philippines, seeks a Customer Experience Lead to oversee end-to-end service quality across check-in, updates, and device release, ensuring a premium, brand-consistent experience for every customer.

You will coach frontline teams, manage escalations, monitor customer satisfaction metrics, and drive continuous improvements across operations while upholding Apple's standards of simplicity, empathy, and excellence.

Qualifications

• Bachelor's degree in a relevant field.
• 3–5 years of experience in customer experience, customer service, or service center operations.
• Experience handling customer escalations in a premium service environment.

Responsibilities

• Oversee the end-to-end customer journey from arrival to device release.
• Coach frontline teams on delivering premium service.
• Manage customer escalations and ensure timely resolution.
• Monitor service quality and maintain brand consistency across touchpoints.
• Lead continuous improvement initiatives in customer experience operations.

Skills

Customer experience

Leadership

Coaching

Communication

Quality assurance

Education

Bachelor's Degree in Business Administration, Hospitality Management, Communications, Marketing, or a related field

Job description

Apple Authorized Service Center in Metro Manila, Philippines, seeks a Customer Experience Lead to oversee end-to-end service quality across check-in, updates, and device release, ensuring a premium, brand-consistent experience for every customer.

You will coach frontline teams, manage escalations, monitor customer satisfaction metrics, and drive continuous improvements across operations while upholding Apple's standards of simplicity, empathy, and excellence.