IT Manager, Customer Care

HelloFresh
Manila
Workplace: RemoteFull timeFunction: IT Operations (Systems/Network Admin)Experience: 5+ yearsSkills: ["Technical leadership","Technical problem-solving","Stakeholder management","Security-focused mindset","Continuous improvement"]

Own the end-to-end technical operation of Customer Care platforms and enablement, including telephony and messaging workflows across Genesys Cloud CX and Twilio. Provide technical leadership for complex incidents and change requests, manage routing/IVRs, user and access control (MFA, least privilege), and ensure security, governance, and operational reliability in a 24/7 environment. Drive automation and approved AI usage, reporting, audits, and operational readiness for peak periods and new cohorts.

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HelloFresh
HelloFresh
2 days ago

IT Manager, Customer Care

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Last checked: 2 hours agoStatus: Live

Job Summary

Own the end-to-end technical operation of Customer Care platforms and enablement, including telephony and messaging workflows across Genesys Cloud CX and Twilio. Provide technical leadership for complex incidents and change requests, manage routing/IVRs, user and access control (MFA, least privilege), and ensure security, governance, and operational reliability in a 24/7 environment. Drive automation and approved AI usage, reporting, audits, and operational readiness for peak periods and new cohorts.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Engineer, administer, and optimize Customer Care technologies (including telephony, messaging, routing, IVRs, phone numbers, platform health, releases, and vendor coordination) across Genesys Cloud CX, Twilio, Mindful Feedback, and related platforms.
  • •Provide technical direction for Customer Care IT and lead projects through solution design, technical decision-making, stakeholder coordination, testing, implementation, operational handover, and complex issue resolution.
  • •Own technical requests and incidents end-to-end, including investigation, root cause analysis, escalation, corrective actions, and SLA tracking.
  • •Manage user onboarding/offboarding, licenses, roles, queues, MFA, access reviews, and bulk user changes following least-privilege access controls.
  • •Apply security, privacy, and change-control practices; identify and escalate security risks or control gaps, and develop reports/dashboards and audit evidence.

Pay and Benefits

Perks:Annual BonusHealth InsurancePaid LeaveLife InsuranceLearning BudgetRemote Work

Key Requirements

  • •Excellent written and spoken English communication for global collaboration.
  • •5+ years of total IT experience across technical operations, systems administration, application management, IT engineering, or similar roles.
  • •Experience engineering or administering Customer Care technologies (CCaaS/SaaS), including identity and access management and authentication; Genesys Cloud CX experience preferred.
  • •Ability to independently investigate and resolve complex issues across applications, networks, access, APIs, integrations, and cloud systems, coordinating escalation when required.
  • •Experience with APIs, webhooks, integrations, scripting/workflow automation, AI/low-code tools, and tools such as Jira and Confluence (or equivalents).
Experience:5+ years
Skills:Technical leadershipTechnical problem-solvingStakeholder managementSecurity-focused mindsetContinuous improvement
Languages:English
Tech Stack:Genesys Cloud CXTwilioMindful FeedbackTelephonyIVRSMSSocial mediaEmailChatbotsAPIWebhooksIntegrationsScriptingWorkflow automationAILow-code platformsJiraConfluenceMFAAccess reviews

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn