As a Senior Manager - Quality & Client Implementationst, your mission is to ensure a quality experience for our customers when it comes to implementing and delivering B2C customer support. Your team oversees, innovates and optimizes key aspects in this journey such as customer implementations, quality assurance, agent performance management, agent enablement and training. You will aim to drive excellence in customer service, enhance customer satisfaction, and relentlessly improve the customer support experience. You will structure the team, set targets, foster innovation, inspire growth, and promote self-sufficiency and decisiveness. KPI driven (CSAT, NPS, Project timelines etc) you will achieve outstanding customer support processes, maximize efficiency, and deliver exceptional customer experiences. You will ensure that our customers are successful in continuously evolving and innovating to meet the ever-changing needs of customers in the OTT industry.
Responsibilities
Managing the Customer Implementation:
Be the main point of contact for our customer service Client’s stakeholders
Manage successful, timely Implementation of the project, with the support of the customer care respective teams. This includes coordinating hand-off from sales, onboarding new clients, managing new and upcoming customer support projects, and overseeing the Hi5 product implementation.
Provide guidance, support, and mentorship to our customers to ensure successful and efficient execution of implementation activities.
People Management:
Build an operations team that focuses on delivering Quality experience to the customersEncourage and inspire team members to innovate and think creatively in their roles with the output in mind to make our customers promoters of the client.
Own and drive Quality Excellence :
Ensure to create an excellent experience for our customers by leading a team of specialists owning all aspects to steer quality namely project management of customer implementations, agent education & enablement and Quality Assurance.
KPIs to measure success: CSAT, NPS, Project timeliness
Qualifications
Overall 8+ years of experience in project management and implementation.
5+ years is spent operations management experience in a customer support environment preferably in SaaS or OTT industry
Proven experience in managing cross-functional teams and delivering successful customer facing projects.
Experience in translating complex requirements into clear and actionable product scopes and briefs.
Excellent problem-solving skills, with the ability to identify high-impact, low-effort solutions.
Exceptional communication and interpersonal skills, enabling effective collaboration with internal teams and clients.
Proficiency in creating and managing product roadmaps, priorities, and backlogs.
A proactive, self-motivated individual with a strong sense of ownership and responsibility for their work.
Highly adaptable and able to thrive in a fast-paced, dynamic environment.
Detail-oriented, with a keen eye for quality and a focus on delivering exceptional user experiences.
Client-centric mindset, dedicated to understanding and addressing clients' needs and expectations.
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
