CX Delivery Lead

TL;DR

CX Delivery Lead: Drives operational efficiency across hirify.global’s global CX operations with an accent on vendor management and performance excellence initiatives. Focus on leading vendor oversight, driving systematic improvements to ensure quality, scalability, and alignment with organizational CX goals, and delivering best-in-class customer service.

Location: Hybrid role, based in the Philippines (Quezon City or Manila). Requires working from the office and remotely within the Philippines.

Company

hirify.global is a global company passionate about creating products with positive global impact, fostering collaboration, and promoting play within a flexible hybrid work model.

What you will do

• Lead and oversee CX vendor operations, ensuring service delivery meets performance standards and business goals.
• Evaluate and manage vendor KPIs, performance agreements, and operational issue resolution.
• Continuously collaborate with vendors to streamline processes and align with customer-focused methodologies.
• Prepare and execute periodic reviews, calibrations, and other performance assessments.
• Develop and implement global CX performance optimization standards based on findings and best practices.
• Partner with global and regional CX teams to identify operational inefficiencies and implement systemic solutions.
• Create and roll out performance dashboards, setting global standards for metrics tracking and reporting.

Requirements

• Strong experience in managing BPO/third-party vendor operations, with direct responsibility for performance oversight and KPI/SLA management.
• Proven track record of driving operational excellence and performance improvements in customer experience or service delivery environments.
• Familiarity with managing CX vendor partnerships and collaborating on global initiatives.
• Expertise in using data-driven insights and dashboards to monitor, report, and optimize performance.
• Strong organizational and multitasking skills to manage local partnerships and global initiatives.
• Confidence and skill in communicating and collaborating across all levels of the organization.
• Fluency in English.
• Bachelor’s degree or equivalent experience in a relevant field.

Nice to have

• General understanding of global CX trends and practices to benchmark effectively.
• Ability to identify operational risks and propose forward-thinking solutions.
• High enthusiasm, coupled with an ability to rally and inspire partner teams globally.
• Proficiency in additional Philippine languages.

Culture & Benefits

• Hybrid work model allowing remote and on-premises work from most locations.
• Opportunity for actions to have a positive global impact.
• Flexible work environment designed for personal and professional well-being.
• Inclusive culture that values diversity and celebrates differences.
• Comprehensive and competitive benefits packages (details vary by location).
• Supports a culture encouraging good physical, financial, emotional, intellectual, and social wellbeing.