As part of our rapid growth, we are looking for a Customer Success Operations & Program Specialist to join our team. In this role, you will provide the essential operational backbone for our post-sales customer programs. You will focus on the execution, maintenance, and administrative reporting that keep our customer success engine running smoothly. You will report to the Senior Customer Success Program Manager, supporting the Global Vice President of Operations and the wider Customer Success, Support, and & Enablement organization. Responsibilities ● Execute and maintain Customer Success programs and platforms, including Customer Engagement Platform admin hygiene and maintaining workflow, dashboard, and content libraries. ● Manage the day-to-day administrative aspects of project plans by grooming project backlogs, converting intake requests into tickets, and providing "SLA nudges" to ensure timely project completion. ● Support cross-functional systems and integrations by maintaining the "Field Mapping Dictionary" for our Customer Engagement Platform and SFDC, running data audit logs, and performing routine data "patch jobs" (VLOOKUP-style data fixes) to ensure data integrity and hygiene. ● Generate and distribute mission-critical reporting through documented SOPs, including weekly metric slides, quarterly metric dashboard updates with trend callouts. ● Support Customer Journey and Risk execution by running "gaps reports" on missing data/owners and maintaining the contact matrix for the Executive Sponsorship program. ● Coordinate team enablement and communications by managing agenda intake for All-Hands meetings, assembling slide decks, and distributing meeting recaps and decision logs. ● Maintain the "Operational Source of Truth" by updating SOPs (Standard Operating Procedures) for repeatable operation tasks. Requirements ● At least 3–5 years of industry experience in GTM operations, customer success coordination, or a program support role within the technology industry. ● Proficiency in Project Management tools, specifically Jira (backlog grooming/ticket management) ● Strong data literacy and technical hygiene, with the ability to perform complex data cleanup in Excel/Sheets (VLOOKUPs, pivot tables). ● High attention to detail for Quality Assurance, particularly in testing automation workflows, link validation, and merge tag accuracy in customer-facing comms. ● Excellent written communication skills, with a focus on documenting technical processes (SOPs) and summarizing meeting outcomes for leadership. ● Operational mindset, thriving on "below-the-line" work like database audits, folder organization, and calendar management. ● Self-driven problem solver who can work independently in a fast-paced remote environment and meet strict weekly reporting cadences. ● Strong sense of ownership over the consistency of program data, ensuring that "Must Win" trackers and RAG statuses are always current. Advantages ● Experience with Customer Engagement Platforms like Gainsight, ChurnZero, or Planhat (preferred). ● Technical documentation skills, such as experience building out internal Knowledge Bases or Confluence pages. ● Familiarity with Revenue Operations tools like Salesforce or Tableau. ● AI-Enabled Operations: Experience or high proficiency using Generative AI, Gemini and NotebookLM to synthesize large datasets, draft first-pass documentation, and automate routine administrative workflows. ● Experience supporting US-based leadership in a high-growth, remote-first environment ------------- All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law. Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours. All information will be kept confidential according to EEO guidelines. Privacy Notice & Consent We value your privacy. By submitting your information through this form, you are applying for a position at Genfinity Philippines, Inc. and voluntarily providing personal information, including your name, contact details, and resume. This information will be collected and processed solely for recruitment purposes, including evaluating your qualifications, assessing your skills, verifying your background, and contacting you about your application. As part of the recruitment process, identity verification may be conducted at a later stage i.e. post-offer stage, which may require the collection and review of valid identification documents. Your personal data will be processed in accordance with the Data Privacy Act of 2012. You have the right to access, correct, or withdraw your data at any time. 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• Own and lead daily operations and service delivery for all assigned HMS clients across service lines. • Ensure achievement of contractual service levels, operational KPIs, compliance standards, and financial goals. • Lead a globally integrated delivery model, including management of onshore and offshore resources. • Collaborate with SME functional leadership, Continuous Improvement and the Operational Advancement team to drive innovation and performance. • Serve as the primary senior leader point of contact for all assigned client operations, responsible for performance, satisfaction, and growth. • Build and sustain a positive team culture and achieve high employee engagement across all teams.

Role Description Enquanto Program Experience Manager, serás responsável por acompanhar e elevar a experiência dos nossos alunos ao longo da sua jornada no Life MBA, assegurando uma presença próxima, humana e consistente em todos os momentos de contacto. Esta função combina duas dimensões essenciais: - Gestão da experiência do aluno, garantindo apoio, acompanhamento, clareza e continuidade. - Dinamização da comunidade, promovendo ligação, envolvimento, pertença e participação entre os alunos, sobretudo em ambiente online. Procuramos alguém com forte orientação para pessoas, que goste de criar relações de proximidade, apoiar alunos nas suas dúvidas e necessidades, dinamizar a comunidade com intenção e energia, e contribuir ativamente para uma jornada marcante e bem acompanhada. O principal objetivo desta posição é garantir a melhor experiência possível para os nossos alunos e criar uma comunidade viva e envolvente que potencie o sucesso dos nossos alunos antes, durante e após o Life MBA. Responsibilities - Acompanhar os alunos ao longo da sua jornada, garantindo uma experiência próxima, positiva e consistente. - Dinamizar a comunidade de alunos nos vários canais de contacto, com foco no ambiente online. - Gerir grupos de WhatsApp e outros espaços de comunidade. - Apoiar os alunos nas suas dúvidas, necessidades e pontos de bloqueio. - Fazer follow-up regular para reforçar proximidade, engagement e continuidade no acompanhamento. - Planear e dinamizar iniciativas e eventos de comunidade, online e presenciais. - Identificar oportunidades de melhoria na jornada e experiência do aluno. - Trabalhar em articulação com as equipas internas para garantir uma experiência integrada. - Registar informação relevante e assegurar continuidade no apoio ao aluno. - Contribuir com ideias para melhorar a experiência, o engagement e a dinâmica da comunidade. - Monitorizar e otimizar a jornada do aluno em Pipedrive, garantindo a correta gestão de atividades, datas, estados de acompanhamento e identificação de situações críticas (incumprimentos, incontactáveis, suspensões). - Assegurar a continuidade e qualidade do acompanhamento, apoiando a equipa de Seeker Coaches na gestão de agenda, remarcações e resolução de situações sensíveis, sempre com comunicação clara e empática com o aluno. - Contribuir para a melhoria contínua dos processos e experiência do aluno, identificando bottlenecks, propondo otimizações operacionais e garantindo alinhamento entre processos, ferramentas e equipas internas. Qualifications - Empatia e orientação para pessoas. - Energia e capacidade de dinamização. - Escuta ativa e sensibilidade interpessoal. - Organização e consistência. - Comunicação clara e cuidada. - Proatividade e iniciativa. - Responsabilidade e compromisso. - Adaptabilidade e flexibilidade. - Espírito de equipa. - Maturidade relacional. Tools - Notion. - Slack. - WhatsApp. - Pipedrive. - Google Meet. - Plataformas de gestão de alunos. - Google Workspace. Se tens energia, empatia e motivação para criar uma experiência próxima e memorável, enquanto acompanhas e envolves alunos ao longo de uma jornada transformadora, esta oportunidade é para ti! Candidata-te agora!

Primary Details Time Type: Full time Worker Type: Contingent Worker The purpose of this role is to provide technical guidance and support within the Cloud Services Team, focusing on maintaining and enhancing cloud services and automation practices. This role involves working collaboratively with a global team to support incidents and changes in alignment with business priorities, while also promoting a Remote First working environment. Additionally, the role includes responsibility for fostering a healthy and effective team dynamic within the Cloud Services Team. Responsibilities: - Ensure software continually meets the needs of the business and user. - Build security upfront into the services and features available. - Enables delivering value in a continuous and iterative way. - Supports working in partnership with other teams. - Helps the team self-improve its working practices. - Promotes collaborative habits and behaviours in the team. - Enables safe failure in a blame-free culture. - Supports the team to continually develop skills and grow as individuals and a team. - Able to influence widely and collectively. - Identify and assess risks within your subject matter area, lead risk-related dialogue as the SME for that domain, and support stakeholders in making informed, risk-based decisions. Mitigate risks in delivery while keeping to agreed plan and timeframes. Work Experience: Necessary Work Experience includes: - Some relevant work experience. Qualifications: Necessary Qualifications include: - Tertiary Degree or equivalent combination of education and work experience. Global Disclaimer: The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls. US Only Disclaimer: To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities. US Only - Travel Frequency: Infrequent (approximately 1-4 trips annually) US Only - Physical Demands: General office jobs: Work is generally performed in an office environment in which there is not substantial exposure to adverse environmental conditions. Must have the ability to remain in a stationary position for extended periods of time. Must be able to operate basic office equipment including telephone, headset and computer. Incumbent must be able to lift basic office equipment up to 20 lbs. Skills: Amazon Web Services (AWS), Analytical Thinking, Cloud Computing, Cloud Engineering, Communication, Cost Management, Critical Thinking, Customer Service, Information Technology Applications, Intentional collaboration, Managing performance, Regulatory Compliance, Risk Management, Scalability Testing, Stakeholder Management How to Apply: To submit your application, click "Apply" and follow the step by step process. Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.