Job Description
Overview
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. GOMO is looking for a Customer Experience & Operations Lead to design and deliver the next level of GOMO’s care and retention strategy.
This new role goes beyond managing service requests. You will architect a frictionless, digital-first customer experience—where aftersales journeys, escalation protocols, and resolution speed are designed to build loyalty and advocacy, not just solve problems. From insights to automation, you’ll ensure GOMO sets the benchmark for fast, simple, and delightful customer service in the industry.
Key Responsibilities
- Care & Retention Strategy: Develop and own the Care & Retention roadmap aligned with NPS and churn targets. Define escalation flows, resolution benchmarks, and service recovery playbooks.
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