{"id":272449,"url":"https://alion.io/job/boldr-senior-manager-client-experience-excellence","title":"Senior Manager, Client Experience Excellence","company":{"id":6142,"name":"Boldr","domain":"boldrimpact.com","url":"https://alion.io/company/boldr","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":95,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0.125,"time_to_fill_p50_days":37,"computed_at":"2026-10-13T05:45:00Z"}},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":54000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6342},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Rollup","optional":false}],"status":"live","first_seen_at":"2026-08-03T00:00:00Z","employer_posted_date":"2026-08-03","last_verified_at":"2026-10-13T21:36:53Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"A LITTLE BIT ABOUT Boldr\nBoldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.\nWe are a global team, united by our desire to connect diverse people with common values for boldr impact. \nWe employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.\nLET’S START WITH OUR VALUES\nMeaningful connections start with AUTHENTICITY\nWe do our best work by being CURIOUS\nWe grow by remaining DYNAMIC\nOur success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE \nAt the heart of great partnerships we’ll always find EMPATHY\nWHAT IS YOUR ROLE\nWe are looking for an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution.\nThis role exists to elevate the effectiveness of our Client Experience Managers, strengthen operational excellence across the portfolio, and create the conditions that enable our teams to consistently deliver exceptional client outcomes.\nUnlike traditional Service Delivery or Client Management leadership roles, this position does not directly own client accounts. Instead, it is accountable for improving how the business operates through stronger leadership capability, workforce readiness, operational discipline, escalation governance, and continuous improvement.\nThe Senior Manager, Client Experience Excellence leads a team of Client Experience Managers and is responsible for creating consistency across programs while ensuring leaders have the capability, confidence, and accountability required to succeed in increasingly complex SaaS, technology, and AI-enabled environments.\nSuccess in this role requires someone who is equally comfortable coaching senior leaders, reviewing workforce models, navigating complex operational challenges, influencing executive stakeholders, and driving organizational improvement.\nThis is a hands-on leadership role for someone who understands how to build high-performing teams, scalable systems, and operational excellence at scale. You must be willing to roll up your sleeves, understand the operational reality of the business, and seamlessly move between frontline execution and executive-level conversations.\nSuccess in this role is defined by stronger CXM capability, reduced executive dependency, improved operational consistency, scalable workforce planning, stronger leadership pipelines, and measurable improvements in client and business outcomes.\nWHY DO WE WANT YOU\nWe are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, Authentic, Empathetic and Excellence in Operations.\nRequirements\nWHAT WILL YOU DO\nCXM Leadership & Leadership Capability Development\nLead, coach, challenge, and develop a team of Client Experience Managers.\nEstablish and reinforce clear expectations for leadership behaviors, operational rigor, accountability, decision-making, and client stewardship.\nConduct performance evaluations, talent reviews, and ongoing development conversations.\nUse coaching, feedback, and performance management practices to strengthen leadership effectiveness across the CXM population.\nIdentify leadership capability gaps and implement targeted development plans.\nBuild leadership succession pipelines and organizational readiness.\nFoster a culture of ownership, accountability, continuous improvement, and operational excellence.\nServe as a trusted advisor and thought partner to CXMs as they navigate operational complexity, leadership challenges, and client escalations.\nPortfolio Operational Excellence\nEstablish, implement, and continuously improve operational standards across the Business Unit.\nDrive consistency in account management practices, business reviews, performance management, risk management, and operational governance.\nLead portfolio health reviews and identify trends, risks, opportunities, and systemic performance gaps.\nEnsure best practices are identified, tested, documented, implemented, and adopted across programs.\nCreate mechanisms that improve operational predictability, consistency, scalability, and performance.\nDrive a culture of operational discipline and continuous improvement across all accounts.\nEscalation Governance & Operational Risk Management\nDesign and maintain escalation management frameworks and operational governance standards.\nSupport CXMs in navigating complex, high-risk, and high-impact operational situations.\nEnsure root causes are identified and corrective actions are implemented and sustained.\nStrengthen decision-making capability across the CXM population to reduce unnecessary executive escalation.\nImprove organizational resilience through proactive risk identification and mitigation planning.\nWorkforce Planning & Organizational Readiness\nOwn workforce planning initiatives across the Business Unit.\nLead capacity planning, staffing strategy development, growth planning, and workforce readiness reviews.\nEnsure hiring plans, staffing models, and organizational structures align with current and future client demand.\nPartner with Talent Acquisition and operational leaders to ensure hiring strategies support long-term business needs.\nEnsure workforce recommendations are supported by data, forecasting, operational requirements, and business objectives.\nData-Driven Performance Management\nEstablish portfolio-wide standards for performance management and operational accountability.\nDrive the use of operational data and business insights to improve decision-making quality.\nEnsure CXMs maintain visibility into account performance, risks, trends, workforce health, and client outcomes.\nDevelop frameworks that encourage proactive leadership intervention rather than reactive problem-solving.\nUse data to identify opportunities for performance improvement, leadership development, and operational optimization.\nOperational Innovation & Continuous Improvement\nLead the identification, prioritization, and implementation of operational improvements across the portfolio.\nIdentify opportunities to improve operational effectiveness through process optimization, automation, technology enablement, and AI adoption.\nPartner with the Senior Director to evolve future-state service delivery models.\nEvaluate emerging trends in customer support, SaaS operations, AI-enabled services, workforce optimization, and operational leadership.\nDrive initiatives that improve scalability, consistency, leadership effectiveness, operational efficiency, and client outcomes.\nWHAT WE’LL LIKE ABOUT YOU\nYOU ARE…\nA systems thinker who sees patterns across teams, clients, leaders, and operations.\nA builder of leaders who develops capability rather than creating dependency.\nComfortable balancing strategic thinking with operational execution.\nOperationally rigorous and highly accountable.\nAble to influence senior leaders through credibility, insight, and sound judgment.\nSkilled at providing constructive challenges that improves decision-making and leadership effectiveness.\nCalm under pressure and comfortable navigating ambiguity, complexity, and change.\nCurious about the future of customer experience, AI-enabled service delivery, and operational excellence.\nEqually comfortable in a client boardroom, a leadership review, or an operational deep dive.\nPurposeful, pragmatic, and willing to roll up your sleeves when needed.\nAvailable to work US business hours, with flexibility based on operational needs.\nYOU HAVE…\n7+ years of experience in Client Experience, Customer Operations, Service Delivery, Technical Support Operations, or related environments.\n5+ years leading managers who themselves lead operational teams.\nExperience supporting SaaS, technology, AI, platform, or high-growth businesses.\nDemonstrated success building high-performing operational teams and leadership capability.\nDemonstrated success improving manager effectiveness through coaching, feedback, and leadership development.\nExperience leading workforce planning, capacity planning, staffing strategies, and organizational readiness initiatives.\nExperience driving operational transformation, standardization, or continuous improvement initiatives across multiple programs or business units.\nStrong operational governance, performance management, and escalation management experience.\nExperience using operational data to drive business decisions and organizational improvement.\nExceptional stakeholder management, communication, and influencing skills.\nStrongly Preferred\nExperience leading globally distributed operations.\nExperience implementing automation, workflow optimization, or AI-enabled service delivery models.\nExperience influencing executive stakeholders and presenting operational recommendations at a senior leadership level.\nExperience scaling support organizations in rapidly evolving SaaS or technology environments.","description_format":"text","description_chars":9141,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center 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