Supervisor of Partner Experience

Clark Development Corporation; Angeles; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

HMO

Dependent after 2 years

Free meals

Shuttle service

Recreational facilities

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Coaching & mentoring

Escalation handling

Partner relationship management

Cross-functional collaboration

Customer service excellence

Education

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

Tools

Microsoft Office

Job description

• 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.

Job Qualifications

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:

• 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
• 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 Overview

Company SWAK BPO CORP.

Employment Type Full-Time

Experience 3-5 Years

Experience Level Manager

Personnel Needed 1 Open

Category Customer Service