Customer Experience Lead (Voice of the Customer)

Location: Quezon City, Manila, Philippines; full-time onsite role

Company

hirify.global is a global climate technologies company developing sustainable HVACR, cold-chain, controls, software, and monitoring solutions.

What you will do

• Own the Global Business Services Voice of the Customer service across recurring rNPS operations and future tNPS implementation.
• Lead quarterly cycle planning, readiness reviews, launch control, risk visibility, decision requests, and post-cycle improvements.
• Review and validate platform setup, testing, data flows, dashboards, reporting, access, survey readiness, and operational incidents.
• Prepare and approve KPI, insight, governance, readiness, systemic-theme, escalation, and service-health deliverables.
• Manage workload allocation, capacity planning, backup coverage, onboarding, cross-training, coaching, performance, and capability development for the VoC team.
• Coordinate stakeholders and vendors across process ownership, Product and Marketing Operations, Sales, Revenue Operations, IT, platform and data teams, Walker, and leadership forums.

Requirements

• 6+ years of experience preferred in Voice of the Customer, Customer Experience, operations, Global Business Services, transformation, process governance, service delivery, reporting, insights, or related areas.
• Demonstrated ability to allocate work, manage performance, coach team members, build capability, plan coverage, and lead a small hands-on service team.
• Experience leading recurring rNPS operations and supporting future tNPS integration.
• Ability to balance governance, platform operations, reporting, customer insights, service delivery, and continuous improvement.
• Ability to manage ambiguity, complex operational issues, stakeholder-sensitive activities, escalations, and executive-facing deliverables.

Culture & Benefits

• Purpose-driven work focused on sustainability, energy efficiency, HVACR technology, and cold-chain solutions.
• Culture centered on passion, openness, collaboration, inclusion, and belonging.
• Investment in employee development from onboarding through senior leadership.
• Flexible and competitive benefits plans, including flexible time off, paid parental leave, vacation, and holiday leave.
• Employee resource groups supporting culture and community building.