Sutherland

Global BPO providing customer lifecycle management

Senior Manager - Customer Experience

Customer ExperienceUpdated on Nov 11

Full-timeManila, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Five years of experience in healthcare recruitment.
Two years of team management experience.
Basic hardware and networking skills.
Excellent communication and presentation skills.
Foreign-language or dialect proficiency, if required.
Basic knowledge of Excel.
Understanding of quality feedback and reports.

Responsibilities

Oversee and manage performance and service quality to guarantee customer satisfaction.
Establish and maintain communication with clients and/or team members, understand needs, resolve issues, and meet expectations.
Relay important information through timely and accurate reports.
Produce strategies based on accurate and meaningful data reports, analysis, and/or observations.

Job Description

Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction

Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations

Keep management updated: Relay important information in the form of timely and accurate reports

Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations

Qualifications

Our most successful candidates will have:

5 years’ experience in Healthcare Recruitment
2 years' team management experience
Basic hardware and networking skills
Excellent communication and presentation skills
Language Proficiency (either foreign language or dialect), if required
Basic knowledge in Excel
Understanding of the quality feedback & reports

Additional Information

About the Company

Sutherland

Global BPO providing customer lifecycle management

Sutherland provides business process outsourcing that manages the entire customer lifecycle for clients, including customer support, sales, and related operations across multiple industries. It combines process consulting with outsourced delivery, using end-to-end services that mix human agents with digital tools such as AI and analytics across a global delivery network. It differentiates itself through long-term private ownership that supports steady growth and an integrated approach across technology, telecom, financial services, and healthcare. Its goal is to help clients improve the customer experience while lowering operating costs by outsourcing full lifecycle processes and advancing with digital capabilities.

Company size: 10,001+
Company stage: Private
Total funding: $30M
Headquarters: Town of Perinton, New York
Founded: 1986

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