Remote CX Process Excellence Lead — Drive CX Impact

MicroSourcing International; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare on day one and dependents

PTO with cash conversion

Group life insurance

Performance bonus

Job summary

MicroSourcing International is seeking a CX Process Excellence Lead to serve as the Customer Experience expert, supporting client discussions, solution design, implementations, and operational readiness. You will lead discovery conversations, recommend scalable CX solutions, and coordinate across multiple internal teams to ensure launch readiness.

The role requires 3–5 years in CX or related fields, with strong English communication and a background in BPO.

Qualifications

• Bachelor's degree in Business, Communications, Operations, or related field.
• 3–5 years of experience in Customer Experience, customer service, contact center operations, or related fields.
• 3–5 years of BPO experience.

Responsibilities

• Lead client discovery conversations to understand customer service processes, channels, technologies, goals, and requirements.
• Recommend practical and scalable CX solutions based on client needs.
• Lead implementation, onboarding, knowledge transfer, training, workflow validation, and go-live activities.
• Coordinate with clients, Delivery, Recruiting, Sales, Account Management, Client Success, Product, and other internal teams to ensure launch readiness.
• Help define hiring requirements, job profiles, interview criteria, training plans, and delivery-readiness standards.
• Guide teams on customer support workflows, SOPs, escalation processes, quality standards, and performance expectations.
• Develop and improve CX service offerings, playbooks, SOPs, discovery tools, and best practices.
• Support Sales and internal teams by providing expertise on CX capabilities, terminology, and solutions.
• Provide post-launch advisory support by helping identify root causes, address operational challenges, and recommend improvements.
• Stay updated on CX technologies, automation, AI-enabled solutions, and industry best practices.

Skills

CX leadership

Client discussions

Process excellence

English communication

Project coordination

Education

Bachelor's degree

Tools

Salesforce

Zendesk

Genesys

Five9

NICE

Job description

MicroSourcing International is seeking a CX Process Excellence Lead to serve as the Customer Experience expert, supporting client discussions, solution design, implementations, and operational readiness. You will lead discovery conversations, recommend scalable CX solutions, and coordinate across multiple internal teams to ensure launch readiness.

The role requires 3–5 years in CX or related fields, with strong English communication and a background in BPO.