Customer Experience Lead (Voice of the Customer)
Job Location:
Quezon City - Philippines
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
About Us
We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering design and manufacturing combined with category-leading brands in compression controls software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.
Whether you are a professional looking for a career change an undergraduate student exploring your first opportunity or recent graduate with an advanced degree we have opportunities that will allow you to innovate be challenged and make an impact. Join our team and start your journey today!
1. Role Purpose
The Voice of the Customer Lead is accountable for the Global Business Services (GBS) Voice of the Customer service and team whileremaininghands-on in complex operational governance insight and continuous-improvement activities across theVoClifecycle. The role leads delivery of the recurringrNPSoperating cycle directs the operational integration and future run model fortNPS and ensures the GBSVoCpod provides reliable platform-enabled operations reporting insights and governance support.
The role translates approved processmethodology survey and business-rule requirements from the Global Process Owner into controlled GBS execution. The role is the people manager for theVoCOperations Lead andVoCAnalyst sets priorities and workload and owns team-level quality timeliness capability and service performance. The role does not replace the Global Process Owner Product and Marketing Operations leadership Sales-owned customer follow-up IT or platform technical ownership source-data ownership or business-owned systemic issue resolution.
2. Role Positioning
People manager and overall service lead for the GBSVoCoperating pod.
Hands-ongeneralistwhoparticipatesin the common execution core with emphasis on complex ambiguous high-impact and stakeholder-sensitive activities.
Accountable for GBS delivery acrossrNPSand futuretNPSwhile the Global Process Ownerretainsprocess designmethodology survey standards and final business-rule authority.
Leads program governance service priorities team capacity executive-ready reportingscopecontrol and escalation management.
Leads the GBS contribution to the Outer Loop under Product and Marketing Operations leadership.
Owns Walker and vendor priorities service-performance discussions and escalations; theVoCOperations Lead manages day-to-day coordination.
Remains operationally hands-on with an indicative 60% execution focus during pilot and approximately 40% after theVoCAnalyst joins.
Does not contact customers directly or execute Sales-owned Inner Loop follow-up and account-level resolution.
3. CommonVoCExecution Core
TheVoCLead shares a common generalist execution core with theVoCOperations Lead andVoCAnalyst. The distinction is the level of accountability complexity judgment and leadership not whether the role executes work.
Support quarterly cycle preparation readiness planning and launch control.
Review and where execute approved platform setup testing and operational validation activities.
Validatedata-flow dashboard reporting access and survey readiness evidence.
Monitor response flow data-quality exceptions operational incidents and cycle risks.
Prepare andvalidateKey Performance Indicator (KPI) dashboard insight and governance outputs.
Review aggregated customer feedback andidentifysystemic pain-point candidates.
Prepare challenge and refine systemic-theme evidence for Outer Loop review.
Maintain decision action risk issue dependency and closure visibility.
Maintain operating procedures controls knowledge materials and service documentation.
Identifyand implement continuous-improvement opportunities acrossrNPSand futuretNPSoperations.
4.VoCLead - Specific Accountabilities
Own the GBSVoCservice acrossrNPSand futuretNPSand ensure approved process requirements are translated into executable team priorities work plans controls and service standards.
Lead the recurringVoCoperating rhythm including cycle planning readiness reviews Go / No-Go input preparation risk visibility decision requests and post-cycle improvement actions.
Own team workload allocation capacity planning prioritization backup coverage onboarding cross-training coaching performance management and capability development.
Review and approve complex or executive-facing deliverables including readiness packs insight narratives systemic-theme packages escalations and service-health updates.
Lead stakeholder alignment across the Global Process Owner Product and Marketing Operations Sales Revenue Operations Marketing Automation platform and data owners IT Walker and leadership forums.
Own strategic vendor and managed-service governance approve service priorities and escalate unresolved deliveryknowledge-transfer scope quality or service-performance issues.
Lead the GBS contribution to Outer Loop governance under Product and Marketing Operations leadership ensuringevidencequality decision traceability owner visibility and closure readiness.
Own GBS readiness for futuretNPSimplementation and steady-state operations; direct priorities and decisions while theVoCOperations Leadleadsoperational integration.
Protect the GBSVoCteam from scopecreepinto customer contact Sales action execution source-data ownership technical engineering or business-owned systemic resolution.
Own team-level continuous improvement service catalog maintenanceoperating-procedurematurity control effectiveness and scalability recommendations.
Skills andExperience:
Requirement
Experience: 6 years preferred in Voice of the Customer CustomerExperience operations Global Business Services transformation process governance service delivery platform-enabled operations reporting insights or related roles.
People leadership: Demonstrated ability toallocatework manage performance coach team members build capability plan coverage and lead a small hands-on service team.
VoCoperating leadership: Ability to lead recurringrNPSoperations and support futuretNPSintegration while balancing governance platform reporting insight and improvement demands.
Our Commitment to Our People
Across the globe we are united by a singular Purpose: Sustainability is no small ambition. Thats why everything we do is geared toward a sustainable futurefor our generation and all those to come. Through groundbreaking innovations HVACR technology and cold chain solutions we are reducing carbon emissions and improving energy efficiency in spaces of all sizes from residential to commercial to industrial.
Our employees are our greatest strength. We believe that our culture of passion openness and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people beginning at onboarding and through senior leadership so they can thrive personally and professionally.
Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans including paid parental leave (maternal and paternal) vacation and holiday leave.
Together we have the opportunity and the power to continue to revolutionize the technology behind air conditioning heating and refrigeration and cultivate a better future. Learn more about us and how you can join our team!
Our Commitment to Inclusion & Belonging
At Copeland we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds and with diverse perspectives are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.
Equal Opportunity Employer
Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex race color religion national origin age marital status political affiliation sexual orientation gender identity genetic information disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.
About Company
White-Rodgers is a leading manufacturer of thermostats, valves, controls and system protectors for the heating, air conditioning, and refrigeration industry.
