Operations Manager

Outsourcey; Philippines; On-site; PHP 446,400 - 669,600; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Collaboration with industry leaders

Job summary

A dynamic BPO company in the Philippines is seeking a Customer Journey Specialist to enhance customer engagement through mapping and analytics. This role involves developing omnichannel strategies and ensuring customer feedback informs journey optimization. Ideal candidates are experienced in CJM methodologies and possess a strong analytical mindset. The position offers competitive salary and career growth opportunities.

Qualifications

• Proficiency in CJM methodologies and tools.
• Strong experience in analyzing customer behavior.
• Solid understanding of omnichannel strategies.

Responsibilities

• Lead the creation and refinement of detailed customer journey maps.
• Analyze customer behavior across all channels.
• Develop strategies for consistent experiences across multiple channels.

Skills

Expertise in Customer Journey Mapping (CJM)

Customer Journey Analytics

Omnichannel Experience

Voice of the Customer (VoC)

Data-Driven Decision Making

Tools

Microsoft Visio

Lucidchart

Job description

Overview

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Qualifications

• Expertise in Customer Journey Mapping (CJM): Proficiency in CJM methodologies and tools (e.g., Microsoft Visio, Lucidchart, or similar).
• Customer Journey Analytics: Strong experience in analyzing customer behavior and identifying opportunities for improving engagement.
• Omnichannel Experience: Solid understanding of omnichannel strategies and how to design seamless experiences across various touchpoints.
• Voice of the Customer (VoC): Ability to gather, analyze, and act on customer feedback to shape customer experience strategies.
• Data-Driven: Ability to use data and analytics to guide decision-making and continuously improve customer experience.

Core Responsibilities

• Customer Journey Mapping: Lead the creation and refinement of detailed customer journey maps, identifying key touchpoints and areas for improvement.
• Customer Journey Analytics: Analyze customer behavior and interactions across all channels to uncover insights that drive improvements in customer engagement and satisfaction.
• Omnichannel Strategy: Develop and implement strategies to deliver a consistent and personalized experience across multiple channels (e.g., digital, in-store, phone, social media).
• Voice of the Customer (VoC): Gather and analyze customer feedback to ensure customer needs and pain points are addressed in journey optimization strategies.
• Continuous Improvement: Work closely with cross-functional teams to optimize customer touchpoints, driving continuous improvement in customer satisfaction and loyalty.
• Reporting and Insights: Provide actionable insights and regular reporting on customer experience performance to key stakeholders.

Benefits

• Competitive salary
• Opportunity to shape the HR function of a rapidly growing BPO
• Work closely with a team of industry leaders who have successfully scaled BPOs in the past
• Career growth and development opportunities