This job opening is expired and exists as historical reference.

Strategy & Innovations Lead

Taguig Fulltime 100+


Does (The tasks/responsibilities that the role performs to address requirements in Key Result Areas)

  • Define the product strategy and roadmap for Customer Operations and Services Management
  • Design and implement the future of Customer Management through technology and enablement
  • Implement self-service initiatives to decrease agent dependence
  • Define and implement automation initiatives, bridging data and technology through the use of RPAs, SDKs, APIs, and other available technologies
  • Facilitate process audits and identify opportunities to cut down manual work
  • In charge of enablement of the Service Process through platform management and solutions automation
  • Provide a deep understanding of customer’s experience and product health check through service data

Displays (The Knowledge, Skills, and Behaviors indicating how tasks/responsibilities will be performed)

  • Good business acumen and ability to bridge technology and operations to business and strategy
  • Thinking beyond the box, and a strong sense of dissatisfaction with anything repeating and mechanical
  • Agile mindset
  • Excellent innovation skills and capable of understanding APIs and SDKs
  • With proven analytical and problem-solving skills and the ability to successfully adapt to changes that impact the needs of the business
  • Strong sense of commitment


  • Reduction in Manual Handling
  • Shifting operations to self-service

QUALIFICATIONS (Minimum requirements in terms of experience and background, skills and competencies for sourcing purposes)

  • At least 5 years experience in an innovations culture and fast-paced environment dealing with evolving Customer Experience
  • Ideally Six Sigma-certified
  • Preferably an Industrial or Management Engineering or Computer Science graduate and strong on both technical and process skills
  • Possesses strong business acumen, problem-solving and critical thinking skills
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