Senior Manager of Customer Experience

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: SALARY

200,000 - 230,000 PHP / per month

: HOURS PER WEEK

40

: DATE UPDATED

Feb 24, 2026

JOB OVERVIEW

Senior Manager of Customer Experience
Remote – Philippines
PHP 200, ---------- ,000 / month + 3,000 PHP Health Stipend
Independent Contractor | Full-Time
Reports To: Head of Customer Success

Are you a senior leader who thrives on building high-performing teams and elevating the entire customer experience?
Do you enjoy creating structure, driving quality standards, and leading multiple departments toward operational excellence? If you’re energized by leadership, process improvement, and delivering exceptional client experiences in a fast-scaling tech company — this could be your next major career step.

About Glammatic:
At Glammatic, we help salon and spa owners harness the power of technology and AI to grow their businesses — without needing to be tech experts. Our services include websites, SEO, social media management, Google Business optimization, and AI-powered communications.

We currently support 400+ salons and beauty businesses, and as we scale, we’re strengthening our leadership team to ensure world-class quality, efficiency, and customer satisfaction across all departments.

About the Role:
The Senior Manager of Customer Experience is a high-impact leadership role responsible for overseeing three critical teams:

--- Customer Support
--- Social Media Content Creators
--- Website Implementation Specialists

All teams report into the Head of Customer Success, and you will serve as the primary operational leader ensuring alignment, accountability, quality, and continuous improvement across departments.

This role carries heavy leadership expectations. You will be responsible not only for team leads and tea ---------- mbers, but for setting standards, improving systems, driving customer satisfaction, and building a professional, high-performance culture.
This is a strategic and hands-on leadership position for someone who understands both people and process — and knows how to scale both.

What You’ll Do:

Strategic-Level Team Leadership
--- Oversee and lead three cross-functional teams (Support, Social, Website)
--- Provide structured coaching, accountability systems, and performance management
--- Develop department leads and create leadership depth within teams
--- Set the tone for professionalism, collaboration, and excellence

Customer Experience & Escalation Oversight
--- Own escalations and VIP client situations
--- Ensure consistent, professional communication across all client touchpoints
--- Monitor customer satisfaction metrics and identify areas for improvement
--- Participate in internal and client-facing calls (video and phone) as needed

Quality Assurance & Operational Excellence (Major Focus Area)
--- Establish and enforce quality standards across support, creative, and implementation deliverables
--- Develop QA review systems for websites, social media content, and customer communication
--- Lead ongoing process audits and workflow optimization initiatives
--- Reduce revision cycles, inefficiencies, and recurring errors
--- Implement scalable systems that improve speed, accuracy, and client satisfaction

Process Development & Performance Reporting
--- Develop and refine SOPs across all teams
--- Track KPIs related to response times, revision rates, build timelines, and customer satisfaction
--- Analyze trends in client feedback and operational data
--- Present clear, actionable performance reports to leadership

Success Looks Like:
--- Customer satisfaction improves consistently quarter-over-quarter
--- Revision rates and escalations decrease
--- Cross-team collaboration improves
--- Teams operate with clarity, accountability, and efficiency
--- Quality standards are elevated across websites, content, and communication
--- Leadership gains full visibility into performance metrics and operational trends

Requirements:
--- 6+ years of people management experience
--- Experience overseeing cross-functional teams
--- Strong escalation management and client communication skills
--- Experience in quality assurance, process optimization, and improving SOPs + workflows
--- Data-driven, comfortable building and analyzing KPIs
--- Fluent in both Tagalog/Filipino and English
--- Reliable access to video, phone, and desktop tools
--- Comfortable participating in internal and client-facing calls
--- Ability to work U.S.-based hours (EST/PST alignment required)
--- Committed to fostering a respectful, positive, high-performance culture

Nice to Have:
--- Experience in website development, social media, or digital marketing
--- Experience in a startup or scaling tech company
--- Background in beauty, salon, or wellness industries
--- Familiarity with tools such as Front, ---------- , or AI platforms

Work Setup:
--- Remote (Philippines-based only)
--- Independent Contractor
--- Full-Time
--- PHP 200, ---------- ,000 / month
--- 3,000 PHP monthly health stipend

SKILL REQUIREMENT

Process Improvement Quality Assurance Team Leadership

SHARE THIS POST

Job Post	Reporter	Rank	Reason	Date

BENCHMARKS

Loading Time: Base Classes	0.0011
Controller Execution Time ( Jobseekers / Job )	0.0296
Total Execution Time	0.0316

GET DATA

No GET data exists

MEMORY USAGE

1,513,024 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/job/Senior-Manager-of-Customer-Experience-1587493

CLASS/METHOD

jobseekers/job

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 15 (0.0169 seconds) (Hide)

0.0005	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0009	SELECT * FROM `employer_jobs` WHERE `job_id` = 1587493 LIMIT 1
0.0015	SELECT * FROM `employers` WHERE `employer_id` = 581513 LIMIT 1
0.0011	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1587493 AND `misc`.`id` IS NULL
0.0008	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1587493 AND `misc`.`id` IS NULL
0.0006	SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-04-17',ej.date_added) duration_days, DATEDIFF('2026-04-17',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND ((e.user_level >= '500' AND ej.date_added <= e.rebill_date) OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-04-17',ej.date_added) <= 14 )) AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1587493'
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1587493
0.0004	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1587493 AND `misc`.`id` IS NULL
0.0012	UPDATE employer_jobs SET hit_counts = '*Feb-24-2026=76Feb-25-2026=147Feb-26-2026=57Feb-27-2026=22Feb-28-2026=10Mar-01-2026=8Mar-02-2026=17Mar-03-2026=16Mar-04-2026=11Mar-05-2026=11Mar-06-2026=21Mar-07-2026=14Mar-08-2026=1Mar-09-2026=10Mar-10-2026=7Mar-11-2026=6Mar-12-2026=20Mar-13-2026=14Mar-14-2026=2Mar-15-2026=6Mar-16-2026=6Mar-17-2026=4Mar-18-2026=16Mar-19-2026=5Mar-20-2026=11Mar-21-2026=2Mar-22-2026=3Mar-23-2026=5Mar-25-2026=9Mar-26-2026=7Mar-27-2026=3Mar-28-2026=2Mar-29-2026=2Mar-31-2026=8Apr-01-2026=4Apr-02-2026=5Apr-03-2026=5Apr-04-2026=1Apr-05-2026=5Apr-06-2026=2Apr-07-2026=8Apr-08-2026=4Apr-09-2026=2Apr-10-2026=11Apr-11-2026=4Apr-13-2026=1**Apr-17-2026=1' WHERE job_id= '1587493'
0.0008	`UPDATE employer_jobs SET monthly_hits = '*Feb-2026=312Mar-2026=247**Apr-2026=53' WHERE job_id= '1587493'`
0.0009	`SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1587493' AND status LIKE 'sent%' ORDER BY id DESC`
0.0005	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1587493
0.0068	SELECT COUNT(*) AS `numrows` FROM `employer_jobs` WHERE `employer_id` = '581513' AND `date_added` >= '2022-06-08'
0.0003	`select * from teasers`
0.0002	`SELECT * FROM skill_categories WHERE skill_cat_id=''`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1776421700
last_page	https://v1.stage.onlinejobs.ph/jobseekers/job/Senior-Manager-of-Customer-Experience-1587493
csrf-token	3d95f14403576370311b0712a8b0fb4e

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.stage.app.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.216.214
HTTP_DNT

Senior Manager of Customer Experience

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?