SMB Quality Assurance Manager

7 days ago


Singapore This Is An IT Support Group Full time

We are seeking a Customer Experience Program Manager to join the SMB Customer Experience team, where you will be responsible for driving meaningful outcomes in customer satisfaction (CSAT).

This role involves managing a portfolio of projects that help shape the sales strategy, ensure customer feedback is acted upon, and contribute to overall business performance improvements.

The ideal candidate thrives in a dynamic environment, is highly collaborative, and has a deep understanding of customer needs and operational excellence.

Key Responsibilities:
  1. Drive customer satisfaction improvement initiatives across assigned business units.
  2. Analyze customer feedback data to identify trends, gaps, and areas for improvement, making recommendations that lead to actionable changes.
  3. Build and maintain relationships with key business stakeholders, influencing and driving customer-centric initiatives across the organization.
  4. Develop and implement scalable processes for feedback collection, data management, and sharing to ensure consistency and reliability of customer insights.
  5. Proactively monitor program outcomes, adjusting strategies as necessary to ensure the continuous improvement of CSAT scores and customer experiences.


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