Customer Experience & Operations Lead

Customer Experience & Operations Lead page is loaded## Customer Experience & Operations Leadlocations : 20F The Globe Towertime type : Full timeposted on : Posted Todayjob requisition id : R0000018706At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.## Job Description GOMO is looking for a Customer Experience & Operations Lead to design and deliver the next level of GOMO's care and retention strategy. This new role goes beyond managing service requests. You will architect a frictionless, digital-first customer experience—where aftersales journeys, escalation protocols, and resolution speed are designed to build loyalty and advocacy, not just solve problems. From insights to automation, you'll ensure GOMO sets the benchmark for fast, simple, and delightful customer service in the industry. If you are analytical, user-obsessed, and operationally sharp, this is your chance to redefine what care means in one of the boldest digital brands in the country. Key Responsibilities : Care & Retention Strategy Develop and own the Care & Retention roadmap aligned with NPS and churn targets. Define escalation flows, resolution benchmarks, and service recovery playbooks. Conduct quarterly reviews and recalibrate based on customer and business needs . Customer Insights & Experience Improvement

• Review NPS / Voice-of-Customer dashboards to detect systemic issues.
• Track churn signals, repeat complaints, and top call drivers weekly.
• Conduct monthly deep dives (verbatim analysis, journey mapping) to refine aftersales experience.
• Translate insights into backlog items and collaborate with Product Owners to deliver solutions. Care Operations & Automation
• Digitize high-volume transactions (SIM, top-ups, MoCreds, roaming).
• Enhance chatbot, ticket routing, and first-contact resolution automation.
• Ensure dashboards for care efficiency, escalation, and cost monitoring are updated and accurate.
• Run vendor calibration sessions to align SLAs with customer experience outcomes. Performance & Governance
• Report weekly on NPS, resolution speed, and first-contact resolution.
• Conduct monthly reviews on how care initiatives impact retention and loyalty.
• Regularly align with Brand, Ops, and Growth Pods to connect care performance with overall business health. Requirements
• 6–8 years of experience in customer experience, service operations, or retention roles.
• Strong skills in CX analytics, care tooling, and service process design.
• Proven success in deploying automation, chatbots, or digital-first service models.
• Excellent collaborator across cross-functional teams and external vendors.
• Highly analytical, empathetic, and results-driven.
• Bonus : Background in telco, fintech, subscription services, or digital platforms. Equal Opportunity Employer Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe's Diversity, Equity and Inclusion Policy Commitment can be accessedMake Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie's New York.Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.Purpose In everything we do, we treat people right to create a Globe of Good. Vision We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired. Mission We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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