Sr. CX Manager

Role Overview The CX Manager is a Philippines-based, forward-deployed role responsible for managing high-demand, strategic client accounts. This role ensures that large-volume clients are supported effectively.

The CX Manager works alongside with the CX Engineer, absorbs operational load, streamlines workflows, and proactively manages client needs and enables the organization to scale while maintaining high service quality.

Key Responsibilities

• Serve as the go-to CX owner for strategic, high-volume accounts of the company
• Directly works with the senior CX team members by absorbing repetitive and high-frequency requests
• Coordinate with CX team members to optimize involvement as a back-up workforce
• Translate client requirements into clear internal actions across CX, Product, Language and Engineering teams
• Identify recurring issues and implement process improvements or automation
• Maintain strong client relationships while enforcing structured and sustainable workflows and compliance
• Monitor account health and proactively mitigate risks

Qualifications

• 3+ years experience in Customer Experience or Account Management
• Experience supporting high-volume or enterprise clients
• Strong ability to manage stakeholders
• Excellent communication skills (fluent English, written and verbal)
• Highly organized with strong prioritization and problem-solving skills
• Comfortable working in fast-paced environments
• Experience in SaaS, AI, or tech-enabled services is a must
• Knowledgeable in LLMS and NLPs