VoC Operations Lead - Customer Experience & Insights

Copeland; Quezon City; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Flexible benefits plans

Paid parental leave

Job summary

Copeland, a global climate technologies company, seeks a VoC Operations Lead to drive day‑to‑day operational delivery in the Global Business Services Voice of the Customer organization. This senior role requires hands‑on execution across platform operations, reporting, and governance, while coordinating with the VoC Lead and support partners to implement new listening capabilities.

You will translate approved priorities into execution plans, manage cross‑functional dependencies, and guide

Qualifications

• Experience: 5+ years preferred in Voice of the Customer, Customer Experience, survey operations, platform operations, transactional or relational NPS, Global Business Services, reporting, analytics, service delivery, or related roles.
• Operational leadership: Ability to lead day‑to‑day execution, sequence work, control readiness, manage dependencies, guide others, and escalat[ate] effectively without formal line authority.
• Hands‑on generalist delivery: Ability and willingness to execute across platform operations, reporting and insights, governance, documentation, issue triage, and continuous improvement.

Responsibilities

• Lead day‑to‑day operational delivery across preparation, platform setup, testing, survey deployment, monitoring, data‑quality control, reporting readiness, insight support, governance preparation, and closure visibility.
• Translate priorities approved by the VoC Lead into execution plans, operational checkpoints, activity sequencing, and readiness evidence.
• Coordinate daily work across platform, survey, data, reporting, and managed‑service dependencies and elevate unresolved constraints to the VoC Lead.
• Lead standard VoC platform administration, approved configuration maintenance, workflow operations, access administration, dashboard support, and survey‑cycle controls within agreed guardrails.
• Lead first‑level operational triage, business‑impact assessment, ticket preparation, vendor or IT routing, and status tracking for platform, workflow, data, and reporting issues.
• Manage day‑to‑day Walker coordination, recurring support requests, operational follow‑up, and knowledge‑transfer completion.
• Develop and recommend platform enhancements, backlog priorities, automation opportunities, process improvements, and managed‑service requirements for VoC Lead approval.
• Lead operational integration of future tNPS, including trigger‑readiness coordination, platform and workflow requirements, testing, data and reporting dependencies, operating procedures, stabilization, and transition to steady state.

Skills

Voice of the Customer

Customer Experience

Survey operations

Platform operations

NPS

Global Business Services

Reporting

Analytics

Service delivery

Job description

Copeland, a global climate technologies company, seeks a VoC Operations Lead to drive day‑to‑day operational delivery in the Global Business Services Voice of the Customer organization. This senior role requires hands‑on execution across platform operations, reporting, and governance, while coordinating with the VoC Lead and support partners to implement new listening capabilities.

You will translate approved priorities into execution plans, manage cross‑functional dependencies, and guide