VoC Operations Lead: rNPS Cadence & Governance

Copeland Philippines, Inc; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Copeland Philippines, Inc is seeking an Voice of the Customer Operations Lead to manage the recurring rNPS rhythm for the GBS VoC execution pod. The role coordinates readiness inputs, dependency visibility, governance documents, decisions, and Outer Loop content while ensuring control and protection from scope creep.

The individual contributor role focuses on cycle control, directing VoC Analysts for data/readiness, KPI reporting, and Outer Loop packages without direct people management

Qualifications

• 5+ years preferred in customer experience, Voice of the Customer, operations, PMO, GBS, transition, governance, or cross‑functional process leadership roles.
• Ability to lead a recurring operating cadence, readiness gates, dependency control, escalation discipline, and governance preparation without formal authority.
• Structure action logs, decision logs, issue tracking, owner visibility, risk views, readiness packs, and escalation summaries.
• Drive clarity across Sales, Marketing, Revenue Ops, data, reporting, platform, and leadership stakeholders.
• Prepare executive‑ready governance updates, decision materials, escalation summaries, and risk / dependency views.
• Coordinate analyst inputs across data/reporting readiness, KPI reporting, systemic evidence, and Outer Loop package support.
• Judgment to separate GBS leadership from Sales‑owned, platform‑owned, data‑owned, Global Process Owner‑owned, and business‑owned execution.

Responsibilities

• Lead the recurring rNPS readiness cadence and maintain a controlled view of launch readiness inputs, open risks, blockers, dependencies, and decision points.
• Prepare Go / No-Go input materials and residual-risk summaries using readiness evidence from accountable functional, platform, data, reporting, and analyst contributors.
• Own the operating control layer for issue, dependency, decision, risk, and action logs across the recurring cycle.
• Lead governance preparation for agreed VoC operating forums, including agendas, decision records, action follow-up, escalation summaries, and closure visibility.
• Coordinate VoC Analyst inputs for data/reporting readiness, dashboard limitations, KPI outputs, systemic evidence, and Outer Loop package content.
• Lead routing and readiness review of Outer Loop escalation packages prepared from systemic pain-point evidence.
• Track leadership decisions, assigned owners, expected update timing, overdue updates, closure evidence, and escalation needs for accepted systemic issues.
• Escalate unresolved process, data, platform, dashboard, governance, or ownership dependencies to accountable owners without taking ownership for resolution.
• Support stabilization, service catalog packaging, onboarding, and transition readiness activities linked to the GBS VoC operating model.

Skills

5+ years in customer experience, VoC /

Operating Leadership

Process Governance

Stakeholder Management

Executive Communication

Analyst Coordination

Scope Control

Job description

Copeland Philippines, Inc is seeking an Voice of the Customer Operations Lead to manage the recurring rNPS rhythm for the GBS VoC execution pod. The role coordinates readiness inputs, dependency visibility, governance documents, decisions, and Outer Loop content while ensuring control and protection from scope creep.

The individual contributor role focuses on cycle control, directing VoC Analysts for data/readiness, KPI reporting, and Outer Loop packages without direct people management