Customer Experience Manager

Overview

Customer Experience Manager Jobs in Manila, National Capital Region, Philippines at Lazada

Title: Customer Experience Manager

Company: Lazada

Location: Manila, National Capital Region, Philippines

Customer Experience is responsible for the buyer and seller journey stability across Lazada PH. The team works across pre-purchase, post-purchase, and trust-related domains to reduce friction, improve resolution quality, and strengthen overall platform credibility. We operate more as a systems function (versus a service function), working with Product, Logistics, Risk, Finance, General Operations, and Commercial, to prevent and resolve journeys that break down.

Team Introduction

Responsibilities

1. Lead cancellation and product quality experience domains.
2. Own policy-related customer journeys and enforcement clarity.
3. Drive Once and Done service model implementation and training initiatives.
4. Lead cross-functional programs to reduce repeat contact and escalation.
5. Partner with Risk and Product teams on upstream policy and rule refinement.

Requirements

1. Bachelor’s degree required; Master’s degree is a plus.
2. 5–8 years of relevant experience in operations, customer experience, or governance.
3. Proven ability to lead cross-functional initiatives.
4. Strong analytical and problem-solving capability.
5. Strong leadership, communication, and project management skills.
6. Experience leading structured improvement programs or policy-driven operations.
7. Strong understanding of customer journey design and operational governance.
8. Demonstrated stakeholder management at mid-to-senior levels.
9. [Nice-to-Have] Experience in e-commerce, risk management, or platform operations.
10. [Nice-to-Have] Exposure to automation or system-driven workflow improvements.
11. [Nice-to-Have] Experience in training design or quality improvement frameworks.