Partner Experience Team Lead

Clark Development Corporation; Angeles; Presencial; PHP 391 000 - 614 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

HMO

Dependent after 2 years

Free meals

Shuttle service

Recreational facilities

Resumo da oferta

Swak BPO Corp. in the Clark Freeport Zone, Angeles City, Pampanga, Philippines, is seeking a Supervisor of Partner Experience to lead and grow a team of Relationship Managers and Onboarding Specialists.

This on-site role demands coaching, performance management, and strong partner focus. Ideal candidates have 3-5 years in partner/customer success and related fields, with a proven track record in coaching and escalation management.

Qualificações

• Bachelor's degree preferred.
• 3-5 years of experience in Partner Success, Account Management, Customer Success, Client Services, Operations or related field.
• Experience coaching, mentoring, and developing employees to achieve performance goals.
• Experience handling escalations and resolving complex customer, client, or partner issues.

Responsabilidades

• Lead, coach, and develop a team of Relationship Managers and Partner Onboarding Specialists.
• Conduct regular one-on-one meetings, performance coaching, and development discussions.
• Support employee development through training, mentoring, and performance feedback.
• Foster a collaborative team environment focused on accountability, responsiveness, and partner satisfaction.
• Monitor team performance against key metrics including response times, service levels, onboarding timelines, and partner satisfaction.
• Ensure team members follow established operational workflows and communication standards.
• Identify performance gaps and implement corrective actions to maintain high service standards.
• Provide guidance to team members managing day-to-day partner interactions.
• Ensure consistent communication and service delivery across partner-facing teams.
• Support the team in managing complex partner inquiries or requests.
• Serve as the first leadership escalation point for partner concerns or service delivery issues.
• Work with internal operations teams to resolve issues impacting partner experience.
• Ensure escalations are resolved quickly while maintaining strong partner relationships.
• Partner with operations teams, training, quality, and Workflow & Enablement specialists to ensure smooth service delivery.
• Support coordination between partner-facing teams and operational teams.
• Assist with implementing new processes, service offerings, or operational changes.
• Identify opportunities to improve partner communication, onboarding processes, and operational coordination.
• Provide feedback to the Manager, Partner Experience on potential improvements to partner-facing workflows.
• Encourage continuous improvement within the team.
• Monitor operational metrics and provide performance updates to the Manager, Partner Experience.
• Track partner issues and escalation trends.
• Support preparation of operational updates and performance summaries.

Conhecimentos

Coaching & mentoring

Escalation handling

Partner relationship management

Cross-functional collaboration

Customer service excellence

Formação académica

Bachelor's degree in Business Administration, Management, Communications or any related field

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Swak BPO Corp. in the Clark Freeport Zone, Angeles City, Pampanga, Philippines, is seeking a Supervisor of Partner Experience to lead and grow a team of Relationship Managers and Onboarding Specialists.

This on-site role demands coaching, performance management, and strong partner focus. Ideal candidates have 3-5 years in partner/customer success and related fields, with a proven track record in coaching and escalation management.