Sr. CX Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a CX Manager to lead high-demand client accounts and ensure top-tier service delivery. You will work alongside the CX Engineer to absorb load, streamline workflows, and enable scalable growth while maintaining quality.

The role requires experience with enterprise clients, strong stakeholder management, and excellent English communication. Knowledge of LLMS and NLPs is advantageous in a fast-paced tech environment.

Qualifications

• 3+ years experience in Customer Experience or Account Management.
• Experience supporting high-volume or enterprise clients.
• Strong ability to manage stakeholders.
• Excellent communication skills (fluent English).
• Highly organized with strong prioritization and problem-solving skills.
• Comfortable working in fast-paced environments.
• Experience in SaaS, AI, or tech-enabled services is a must.
• Knowledgeable in LLMS and NLPs.

Responsibilities

• Serve as the go-to CX owner for strategic, high-volume accounts.
• Absorb repetitive and high-frequency requests and support the senior CX team.
• Coordinate with CX team members to optimize involvement as a back-up workforce.
• Translate client requirements into clear internal actions across CX, Product, Language and Engineering teams.
• Identify recurring issues and implement process improvements or automation.
• Maintain strong client relationships while enforcing structured workflows and compliance.
• Monitor account health and proactively mitigate risks.

Skills

Customer experience

Stakeholder management

English communication

Organizational skills

Fast-paced environment

SaaS/AI/tech-enabled services

LLMs and NLPs

Enterprise client support

Job description

Role Overview

The CX Manager is a Philippines-based, forward-deployed role responsible for managing high-demand, strategic client accounts. This role ensures that large-volume clients are supported effectively.

The CX Manager works alongside with the CX Engineer, absorbs operational load, streamlines workflows, and proactively manages client needs and enables the organization to scale while maintaining high service quality.

Key Responsibilities

• Serve as the go-to CX owner for strategic, high-volume accounts of the company
• Directly works with the senior CX team members by absorbing repetitive and high-frequency requests
• Coordinate with CX team members to optimize involvement as a back-up workforce
• Translate client requirements into clear internal actions across CX, Product, Language and Engineering teams
• Identify recurring issues and implement process improvements or automation
• Maintain strong client relationships while enforcing structured and sustainable workflows and compliance
• Monitor account health and proactively mitigate risks

Qualifications

• 3+ years experience in Customer Experience or Account Management
• Experience supporting high-volume or enterprise clients
• Strong ability to manage stakeholders
• Excellent communication skills (fluent English, written and verbal)
• Highly organized with strong prioritization and problem-solving skills
• Comfortable working in fast-paced environments
• Experience in SaaS, AI, or tech-enabled services is a must
• Knowledgeable in LLMS and NLPs