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CUSTOMER EXPERIENCE OPERATIONS ANALYST

XTN-09D1314

City
Makati City, Philippines
Schedule
Office Location
One Ayala Malls

Make your next big career move by applying as KMC Solutions' next CUSTOMER EXPERIENCE OPERATIONS ANALYST

We are seeking a detail-oriented and collaborative Customer Experience Operations Analyst to support and optimize key business systems that enable Customer Success and cross-functional operations.

This role will serve as the primary administrator for customer experience and operational platforms, ensuring system reliability, data integrity, and seamless integrations across the organization.

The ideal candidate combines strong technical aptitude with excellent problem-solving and stakeholder management skills.

On top of your salary, here are the exciting benefits you can look forward to:

  • Health Insurance/HMO
  • Enjoy unlimited MadMax Coffee onsite
  • Diverse learning & growth opportunities
  • Accessible Cloud HR platform (Sprout)
  • Above standard leaves

The main responsibilities of a CUSTOMER EXPERIENCE OPERATIONS ANALYST include:

Application Administration & Support

  • Act as the primary administrator for Pigment and Gainsight platforms and serve as the subject matter expert (SME) for Certinia.
  • Create Certinia projects to ensure accurate billing and support billing reporting and budget tracking.
  • Collaborated with the IT team on Certinia system improvements and process enhancements.
  • Manage system configurations, user provisioning, access controls, roles, and permissions.
  • Monitor application performance, troubleshoot technical issues, and ensure system availability and reliability.
  • Respond to and resolve day-to-day user support requests in a timely and effective manner.
  • Coordinate system maintenance, updates, and enhancements to support evolving business needs.

Integrations & Data Management

  • Manage integrations between Pigment, Certinia, Gainsight, and other enterprise systems such as CRM, ERP, and data warehouse platforms.
  • Ensure data accuracy, consistency, and integrity across systems and workflows.
  • Support data imports, exports, cleansing, and transformation processes.
  • Assist in identifying and implementing process improvements to optimize operational efficiency and reporting accuracy.

Stakeholder Collaboration

  • Partner closely with Customer Success, Finance, Sales Operations, and IT teams to support business processes and operational initiatives.
  • Act as a subject matter expert for supported applications and operational workflows.
  • Develop and maintain user documentation, process guides, and training materials.

Governance & Security

  • Maintain system security standards, compliance requirements, and audit readiness.
  • Establish and enforce data governance policies and operational controls.
  • Support change management and change control processes for system updates, enhancements, and integrations.
  • Ensure adherence to internal policies and industry best practices related to data management and system administration.

To apply, you must be an expert on the following requirements:

Preferred Qualifications

  • Experience working with CRM, ERP, and customer success platforms.
  • Familiarity with data governance, security standards, and compliance practices.
  • Knowledge of integration tools, APIs, or data warehouse concepts.
  • Experience supporting operational process improvement initiatives.

Key Competencies

  • Customer-focused mindset.
  • Technical problem-solving.
  • Cross-functional collaboration.
  • Attention to detail.
  • Process improvement orientation.
  • Strong written and verbal communication skill.

It will also be favorable if you are knowledgeable in:

  • Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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