Supervisor of Partner Experience

Swak BPO Corp. is one of the fastest-growing BPO companies in the Clark Freeport Zone. We are committed to delivering outstanding service to our clients through professionalism, energy, and enthusiasm. Our workplace fosters a culture of teamwork, stability, and dedication. As we continue to grow, we are looking for a Supervisor of Partner Experience to join our dynamic team.

**Job Responsibilities:**

Team Leadership & Development

• Lead, coach, and develop a team of Relationship Managers and Partner Onboarding Specialists
• Conduct regular one-on-one meetings, performance coaching, and development discussions
• Support employee development through training, mentoring, and performance feedback
• Foster a collaborative team environment focused on accountability, responsiveness, and partner satisfaction

Operational Performance Management

• Monitor team performance against key metrics including response times, service levels, onboarding timelines, and partner satisfaction
• Ensure team members follow established operational workflows and communication standards
• Identify performance gaps and implement corrective actions to maintain high service standards

Partner Experience Support

• Provide guidance to team members managing day-to-day partner interactions
• Ensure consistent communication and service delivery across partner-facing teams
• Support the team in managing complex partner inquiries or requests

Escalation Management

• Serve as the first leadership escalation point for partner concerns or service delivery issues
• Work with internal operations teams to resolve issues impacting partner experience
• Ensure escalations are resolved quickly while maintaining strong partner relationships

Cross-Functional Coordination

• Partner with operations teams, training, quality, and Workflow & Enablement specialists to ensure smooth service delivery
• Support coordination between partner-facing teams and operational teams
• Assist with implementing new processes, service offerings, or operational changes

Process Improvement

• Identify opportunities to improve partner communication, onboarding processes, and operational coordination
• Provide feedback to the Manager, Partner Experience on potential improvements to partner-facing workflows
• Encourage continuous improvement within the team

Reporting & Communication

• Monitor operational metrics and provide performance updates to the Manager, Partner Experience
• Track partner issues and escalation trends
• Support preparation of operational updates and performance summaries

**Job Qualifications:**

• Bachelor's degree in Business Administration, Management, Communications or any related field preferred
• 3 - 5 years of experience in Partner Success, Account Management, Customer Success, Client Services, Operations or any related field
• Proven experience in coaching, mentoring, and developing employees to achieve performance goals
• Experience handling escalations and resolving complex customer, client, or partner issues
• Ability to build and maintain strong relationships with partners and internal stakeholders
• Proficient in Microsoft Office Suite (Excel, Powerpoint, Word)
• Ability to collaborate effectively across Operations, Training, Quality, and other cross-functional teams

Why work with Swak BPO Corp.?

• Opportunity to work with international teams and companies
• Opportunity in promotions and salary increases
• A company that provides HMO; upon reaching your second year with the company, you will get one (1) free dependent at no additional cost
• Free meals prepared and provided by the company to promote a healthy lifestyle
• Free shuttle services provided around Angeles City and nearby areas
• A recreational facility that provides comfort and entertainment for employees to unwind

*This is going to be on-site work. Our offices are located in Clark Freeport Zone, Angeles City, Pampanga.