CX Quality and Optimization Manager

Job ID: 3981 Location: Taguig Company: Aboitiz Power Corporation Department: AP DU Customer Experience Employment Type: Probationary Work Arrangement: Hybrid CX Quality and Optimization Manager Location: Taguig Job Level: Manager Business Unit: AboitizPower Corporation DU Power your future with AboitizPower. As CX Quality and Optimization Manager, you will take the lead in discovering new ways to set and raise the standards for Customer Experience by looking at the quality of interactions within the end-to-end customer journey to help transform energy for a better world. You will work closely with customer experience and APDU teams to deliver results, create positive community impact, and develop your skills in a supportive, purpose-driven environment. In This Role, Your Responsibilities Will Be: Customer Journey Management Stakeholder and Partner Management (Contact Center Management) People and Team Management Training and Compliance To Succeed in this Role, we need someone who: will set the standards for Customer Experience and take the lead on discovering new ways to raise these standards by looking at the quality of interactions within the end-to-end customer journey; ensures that these standards are implemented across AP DU and are evaluated regularly and efficiently. facilitates and maintain relationships between the company and its vendors/partners, takes part in contract negotiations as Business User, ensures that vendors/partners comply with standards and code of conduct set by the company, and works closely with the Supply Chain Management (Procurement) for vendor accreditation and regular performance assessment leads a team of CX Quality specialists and staff in ensuring that activities and KPIs are achieved in support of the over-all CX strategy creates, designs, and implements CX Quality training programs and its respective scorecards in collaboration with cross functional teams across AP DU What You Will Need: Education & Experience: At least 5 years’ experience in customer support functions, such as but not limited to frontline customer servicing, quality assurance, training and development, with hands on experience in coming up with internal and external communication or training materials; exposure to contact center or branch/service center or prior experience to Customer Experience strategy implementation an advantage At least 2 years’ experience in managing direct reports; or with at least 4 years’ exposure to roles that require cross-functional collaboration or working with teams Bachelor’s Degree in Psychology, Behavioral Sciences, Industrial or Management Engineering, Business Administration, or any 4-year related course Six Sigma Certification, not required but an advantage Technical / Functional Skills: Proficiency in Project Management ; Customer Journey Mapping and Lifecycle Management Strong skills in Customer Insighting and Data Analytics Our Culture & Commitment to You: Powering Your Future At AboitizPower, we honor you not just as a professional, but as a person. Our promise is to provide a workplace where you can thrive through: Powered by People : We value your unique identity and ensure you feel supported, trusted, and empowered. Own Your Growth : Learn, grow, and advance through mentorship, leadership opportunities, and meaningful learning experiences. Why We Work : Purpose is part of every job here. Your efforts directly contribute to community upliftment, sustainability, and shaping the future of energy. Empowering Culture : Bring your full self to a workplace grounded in belonging and collaboration. Recognition that Matters : We celebrate both visible milestones and steady efforts, honoring the dedication you bring to our mission. About Us AboitizPower is the holding company for the Aboitiz Group’s investments in power generation, distribution, and retail electricity services. We are among the largest power producers in the Philippines, with a balanced portfolio of assets located across the country. We are also a major producer of renewable energy, with several hydroelectric, geothermal, and solar power generation facilities. Together, let’s power your future.