Manager, AI-Driven Customer Experience Operations

Acadis; Pasig; Hybrid; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Hybrid work 1 onsite day/week

Health HMO up to PHP200K

Free dependent upon regularization

Group life insurance up to PHP1M

PTO 20 days per year

Employee Resource Groups

Job summary

Vector Solutions seeks a Manager, Customer Experience Operations to own CX processes, systems, and insights. The role partners with the Director of Data & CX Ops, driving AI initiatives, cross‑functional influence, and mentorship without direct team management. Level will be based on experience.

You will lead process architecture, AI/automation, CX systems ownership, and insight delivery to improve customer outcomes across Success, Services, and Renewals.

Qualifications

• 5+ years in Customer Experience Operations or related role with hands-on platform administration.
• Bachelor’s degree in Business, Operations, Marketing, or related field.
• Demonstrated use of AI to streamline workflows, including building or operating agents.
• Experience in SaaS CX operations and Salesforce.
• Strong analytical skills with ability to explain data and trends.

Responsibilities

• Design and own the end-to-end customer lifecycle processes.
• Build scalable workflows and automation within CX functions.
• Configure and maintain CX systems including Salesforce and CS platform.
• Develop dashboards for health, churn risk, adoption, and team activity.
• Lead cross-functional CX initiatives and mentor teammates.
• Collaborate with executives to drive measurable outcomes.

Skills

CX operations

AI in workflows

Analytical thinking

Stakeholder communication

Cross-functional collaboration

Executive engagement

Night shift readiness

Education

Bachelor's in Business/Operations/Marketing

Master's degree (plus)

Tools

Salesforce

CX platform

Job description

Vector Solutions seeks a Manager, Customer Experience Operations to own CX processes, systems, and insights. The role partners with the Director of Data & CX Ops, driving AI initiatives, cross‑functional influence, and mentorship without direct team management. Level will be based on experience.

You will lead process architecture, AI/automation, CX systems ownership, and insight delivery to improve customer outcomes across Success, Services, and Renewals.