Customer Experience Manager

Customer Experience is responsible for the buyer and seller journey stability across Lazada PH. The team works across pre-purchase, post-purchase, and trust-related domains to reduce friction, improve resolution quality, and strengthen overall platform credibility. We operate more as a systems function (versus a service function), working with Product, Logistics, Risk, Finance, General Operations, and Commercial, to prevent and resolve journeys that break down.
Team Introduction
Responsibilities
Lead cancellation and product quality experience domains.
Own policy-related customer journeys and enforcement clarity.
Drive Once and Done service model implementation and training initiatives.
Lead cross-functional programs to reduce repeat contact and escalation.
Partner with Risk and Product teams on upstream policy and rule refinement.
Requirements
Bachelor's degree required; Master's degree is a plus.
5–8 years of relevant experience in operations, customer e...