Sutherland

1 month ago

Associate Manager - Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead the Customer Experience program as Associate Manager, overseeing CE observations, reports, and analysis; drive Continuous Improvement, deploy delivery plans, and coach CE Specialists while communicating with clients and stakeholders to improve overall customer experience. You will translate feedback into process enhancements, map customer and employee journeys, and champion quality practices across the program within Sutherland's Philippines team.

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Oversee the Customer Experience (CE) program activities, including CE Observations, team-level reports, and program-level analysis.
•Lead and develop CE Specialists, manage productivity and performance, and drive continuous improvement initiatives.
•Communicate with program stakeholders (clients/department heads and team members) to represent the CE Team and align on outcomes.
•Deliver process-level insights through data analysis and CE expertise to improve performance and customer experience.
•Create and leverage Customer Journey Maps and Employee Journey Maps to identify opportunities for process or design improvements.

Key Requirements

•At least 2 years leadership experience handling a Quality team, including client management.
•Creativity, proactivity, and have a bias for action.
•Experience with marketing, organizational development, psychology, or customer experience.
•Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense.
•Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.

Experience:2+ yearsCustomer experienceQuality managementLeadershipData analysis

Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingPlanning

Languages:EnglishEnglish (US)

Tech Stack:Microsoft WindowsWordPowerPointExcel

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Sutherland

1 month ago

Associate Manager - Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Oversee the Customer Experience (CE) program activities, including CE Observations, team-level reports, and program-level analysis.
•Lead and develop CE Specialists, manage productivity and performance, and drive continuous improvement initiatives.
•Communicate with program stakeholders (clients/department heads and team members) to represent the CE Team and align on outcomes.
•Deliver process-level insights through data analysis and CE expertise to improve performance and customer experience.
•Create and leverage Customer Journey Maps and Employee Journey Maps to identify opportunities for process or design improvements.

Key Requirements

•At least 2 years leadership experience handling a Quality team, including client management.
•Creativity, proactivity, and have a bias for action.
•Experience with marketing, organizational development, psychology, or customer experience.
•Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense.
•Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement.

Experience:2+ yearsCustomer experienceQuality managementLeadershipData analysis

Skills:LeadershipCommunicationAnalytical thinkingProblem-solvingPlanning

Languages:EnglishEnglish (US)

Tech Stack:Microsoft WindowsWordPowerPointExcel

Company Brief

Sutherland

Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.

Industry: Professional Services

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Established Company

Funding: Private Equity Backed

Headquarters: Pittsford (Rochester), NY, United States

Founded: 1986

Glassdoor: 3.5

Website LinkedIn Glassdoor