Experience Manager - Care & Assisted Service (CAS) - Mobile

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.

Job Description

The Episode Experience Manager for Mobile is responsible for shaping and improving the end-to-end care and assisted service experience for mobile customers across human-assisted channels, including Stores, Hotlines, and other frontline touchpoints. Anchored on the company’s ambition to dominate on emotion, differentiate through service, and spark joy in every interaction, this role ensures that mobile customers receive clear, consistent, efficient, and reassuring support.

The role maps mobile customer journeys, defines experience blueprints, identifies front-stage and back-stage friction points, and clarifies service standards and operational rules that affect frontline execution. By monitoring mobile episode health across customer experience quality, service speed, operational cost, process efficiency, and service consistency, the Manager uses customer insights, operational data, and frontline feedback to recommend practical improvements.

This position operates within the Care and Assisted Service team under the Service and Account Management segment of the Episode Experience Management division. The role reports to the Episode Experience Lead for Care and Assisted Service and works closely with Product Management, IT, Network, Care Operations, and frontline channel teams to deliver better assisted service experiences for mobile customers.

DUTIES AND RESPONSIBILITIES:

1. Mobile Journey Design and Experience Blueprinting

• Define the desired end-to-end assisted service experience for mobile customers across key service journeys, requests, and concerns.

• Map current-state and future-state mobile journeys across Stores, Hotlines, care support teams, and other assisted channels.

• Develop experience blueprints that connect customer-facing interactions with back-end processes, systems, policies, handoffs, and resolver teams.

• Identify friction points, unclear handoffs, policy gaps, fulfillment delays, and service inconsistencies that affect customer and frontline experience.

• Establish clear interaction flows, handling rules, and experience principles to guide consistent execution across mobile assisted service touchpoints.

2. Episode Health and Performance Management

• Monitor mobile assisted service performance across customer experience quality, operational cost, service speed, process efficiency, and service consistency.

• Use customer and operational data to diagnose pain points, repeat contacts, avoidable escalations, negative demand, and recurring service issues.

• Identify root causes behind mobile service gaps, including process, policy, system, frontline, or resolver-team constraints.

• Recommend targeted improvements that reduce customer effort, improve speed to resolution, strengthen service reliability, and improve operational efficiency.

• Track the impact of implemented improvements to ensure they deliver measurable customer and business outcomes.

3. Customer Insights and Continuous Improvement

• Leverage Voice of the Customer data, customer complaints, frontline feedback, operational metrics, and digital behavior data to understand mobile customer needs and pain points.

• Translate insights into improvement initiatives, service design decisions, roadmap inputs, and frontline enablement requirements.

• Identify opportunities to simplify mobile journeys, reduce unnecessary handoffs, improve visibility, and remove avoidable customer effort.

• Continuously review mobile assisted service journeys to ensure they remain relevant, effective, and aligned with customer expectations and operational realities.

4. Service Standards and Policy Clarification

• Define clear mobile assisted service standards to ensure predictable and consistent customer handling across channels.

• Clarify mobile-related policies, eligibility rules, handling guidelines, escalation triggers, and fulfillment dependencies that affect frontline execution.

• Identify areas where policy ambiguity or inconsistent interpretation causes customer dissatisfaction, repeat contact, or unnecessary escalation.

• Work with product, care, operations, and policy owners to simplify, refine, or standardize mobile service processes.

• Translate service rules into practical frontline guidance that enables accurate, confident, and consistent handling.

5. Cross-Functional Coordination

• Partner with Mobile Product Management, IT, Network, Care Operations, Stores, Hotlines, General Trade, and other relevant teams to improve end-to-end mobile assisted service delivery.

• Act as the key experience partner for mobile-related assisted service journeys, ensuring stakeholders are aligned on customer impact, service standards, operational requirements, and delivery priorities.

• Provide customer experience inputs to influence product, system, operational, and transformation backlogs.

• Ensure that mobile assisted service improvements are managed as connected end-to-end journeys rather than isolated channel or process fixes.

• Escalate unresolved blockers, service gaps, or execution risks that may affect the mobile customer experience.

6. Business Readiness and Frontline Enablement

• Partner with the Business Readiness Manager for Assisted Service to prepare frontline and care teams for mobile service updates.

• Support readiness planning for new or enhanced mobile journeys, policies, processes, tools, scripts, and frontline capabilities.

• Identify training, communication, support material, and escalation path requirements needed for effective frontline execution.

• Monitor frontline feedback and post-launch adoption to identify execution gaps and improvement opportunities.

• Ensure mobile experience changes are implemented in a way that is seamless for both customers and frontline employees.

7. Experience Lifecycle and Roadmap Support

• Manage mobile assisted service experiences from design and rollout to adoption, monitoring, optimization, and retirement when needed.

• Support prioritization of mobile care initiatives based on customer value, operational impact, feasibility, cost implications, and transformation priorities.

• Translate recurring pain points and performance gaps into roadmap inputs for assisted service improvement.

• Balance quick service fixes with longer-term transformation opportunities to improve mobile customer care sustainably.

Key Success Measures

• Success in this role may be measured through improvements in:

• Mobile customer experience quality across assisted service journeys

• Reduction in customer effort, repeat contacts, and avoidable follow-ups

• Improvement in mobile request fulfillment and concern resolution speed

• Consistency of mobile service handling across Stores, Hotlines, and other assisted channels

• Reduction in avoidable escalations, negative demand, and unnecessary channel deflections

• Improvement in frontline readiness and adoption of mobile service changes

• Clearer service standards, handling rules, policies, and handoff expectations

• Improved operational efficiency and cost-to-serve for mobile assisted journeys

• Successful delivery of mobile assisted service improvements and roadmap initiatives

Required Competencies

• Customer Journey Management: Ability to design, manage, and improve mobile customer journeys across assisted service environments.

• Service Blueprinting: Ability to connect customer-facing interactions with back-end processes, systems, policies, handoffs, resolver teams, and frontline requirements.

• Data-Driven Problem Solving: Ability to use customer experience data, complaints, operational metrics, and frontline feedback to diagnose root causes and recommend improvements.

• Assisted Service Operations: Strong understanding of customer care, frontline handling, fulfillment, resolution, escalation, handoff management, service standards, and policy execution.

• Stakeholder Management: Ability to align product, operations, IT, network, care, frontline, and resolver teams around shared customer experience outcomes

• Business Readiness and Change Management: Ability to support readiness planning, frontline enablement, communications, training inputs, adoption monitoring, and post-launch improvement.

• Execution Discipline: Ability to translate customer experience goals into practical, measurable, and executable service improvements.

REQUIREMENTS:

• At least 5 years experience in customer experience management, service design, product experience, customer care, frontline operations, journey management, or business transformation.

• Experience working with mobile products, telecommunications services, assisted service channels, contact centers, retail service environments, or frontline operations is highly preferred.

• Strong background in using customer insights, operational data, complaints, VOC, and service metrics to diagnose issues and recommend improvements.

• Experience coordinating cross-functional teams across product, operations, technology, care, frontline channels, and back-office resolver groups.

• Experience in business readiness, process improvement, service transformation, frontline enablement, or operational excellence is an advantage.

• Strong communication skills, with the ability to clarify complex processes and align stakeholders around practical service improvements.

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.