Supervisor of Partner Experience

Swak BPO Corp; Angeles; On-site; PHP 446,000 - 781,000; Full time

Benefits offered by this job

HMO (dependent after 2 years)

Free meals provided

Free shuttle services

Recreational facilities

Job summary

Swak BPO Corp. seeks a Supervisor of Partner Experience to lead Relationship Managers and Partner Onboarding Specialists at its Clark Freeport Zone offices. The role emphasizes coaching, performance monitoring, and ensuring high partner satisfaction through structured workflows and cross-functional coordination.

You will guide day-to-day partner interactions, manage escalations, and drive continuous process improvements with operations and quality teams to maintain service excellence.

Qualifications

• Bachelor's degree in Business Administration, Management, Communications or related field preferred.
• 3–5 years of experience in Partner Success, Account Management, Customer Success or related field.
• Experience coaching, mentoring, and developing employees to achieve performance goals.
• Proven ability to handle escalations and resolve complex partner issues.

Responsibilities

• Lead, coach, and develop a team of Relationship Managers and Partner Onboarding Specialists.
• Monitor team performance against metrics like response times, service levels, and onboarding timelines.
• Provide guidance for day-to-day partner interactions and ensure consistent communication across partner-facing teams.
• Serve as the first leadership escalation point for partner concerns and work with operations to resolve issues.

Skills

Coaching

Relationship management

Escalation handling

Cross-functional collaboration

MS Office

Education

Bachelor's degree in Business Administration/Management/Communications

Tools

Microsoft Office Suite

Job description

Swak BPO Corp. is one of the fastest-growing BPO companies in the Clark Freeport Zone. We are committed to delivering outstanding service to our clients through professionalism, energy, and enthusiasm. Our workplace fosters a culture of teamwork, stability, and dedication. As we continue to grow, we are looking for aSupervisor of Partner Experienceto join our dynamic team.

Job Responsibilities:

Team Leadership &Development

• 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

Operational Performance Management

• 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

Partner Experience Support

• 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

Escalation Management

• 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

Cross-Functional Coordination

• 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

Process Improvement

• 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

Reporting & Communication

• 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

Job Qualifications:

• Bachelor's degree in Business Administration, Management, Communications or any related field preferred
• 3 - 5 years of experience in Partner Success, Account Management, Customer Success, Client Services, Operations or any related field
• Proven experience in coaching, mentoring, and developing employees to achieve performance goals
• Experience handling escalations and resolving complex customer, client, or partner issues
• Ability to build and maintain strong relationships with partners and internal stakeholders
• Proficient in Microsoft Office Suite (Excel, Powerpoint, Word)
• Ability to collaborate effectively across Operations, Training, Quality, and other cross-functional teams

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.