VP of Email Operations & Customer Experience Transformation

Testing Site - JPMC; Metro Manila; Presencial; PHP 3.500.000 - 5.500.000; Jornada completa

Descripción de la vacante

Testing Site - JPMC is seeking a Vice President within Back Offer Email Operations to lead a high-performing team responsible for post-interaction work across the email channel, including case resolution, documentation, investigations, and exception handling. The role drives operational excellence and data-driven transformation.

You will own end-to-end customer journeys across multiple lines and geographies, partnering with Customer Service, Product, Technology, Workforce, and Controls to

Formación

• 7+ years of call center and/or customer service operations leadership.
• Experience leading managers and large teams.
• Strong stakeholder management and data-driven decision making.
• Bachelor’s degree or equivalent experience required.

Responsabilidades

• Own end-to-end functional performance with a business-owner mindset.
• Lead, coach, and develop leaders and teams.
• Build a high-performance, inclusive, customer-obsessed culture.
• Establish a disciplined operating rhythm to deliver results.
• Drive process redesign, standardization, automation, and tool adoption.
• Operate, support, and scale chat customer service across channels.
• Strengthen customer experience outcomes through cross-functional collaboration.
• Lead multi-channel alignment on handoffs and escalations.
• Ensure operational excellence and audit-ready governance with controls.
• Own KPIs and corrective actions across quality, productivity, cycle time, backlog.

Conocimientos

Leadership

Customer service operations

Stakeholder management

Data-driven decision making

Educación

Bachelor’s degree or equivalent experience

Descripción del empleo

Testing Site - JPMC is seeking a Vice President within Back Offer Email Operations to lead a high-performing team responsible for post-interaction work across the email channel, including case resolution, documentation, investigations, and exception handling. The role drives operational excellence and data-driven transformation.

You will own end-to-end customer journeys across multiple lines and geographies, partnering with Customer Service, Product, Technology, Workforce, and Controls to