Customer Service Program Manager at Two Circles

Philippines

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, TechnologyIndustries

Requirements

Customer-obsessed and detail-oriented mindset
Experience in shaping and driving customer support operations, particularly with outsourced vendors
Ability to manage BPO partner relationships, vendor governance, and compliance
Cross-functional collaboration skills to deliver frictionless support across digital touchpoints
Expertise in aligning internal policies with world-class service standards
Capability to drive improvements in cost, efficiency, and customer satisfaction

Responsibilities

Establish and own the vendor management framework, including internal playbooks, external operating standards, and contract templates for BPO partner(s)
Define, monitor, and optimize SLAs, KPIs, and escalation protocols, ensuring measurable and sustained vendor performance
Oversee BPO partner performance reviews, including regular reporting, root cause analysis of service failures, and corrective action plans
Serve as the primary escalation point for partner-related service issues, driving prompt resolution while protecting customer satisfaction
Lead the implementation of new customer service programs, tools, and processes, ensuring alignment with broader commercial and CX goals
Collaborate with cross-functional stakeholders to ensure readiness for new launches, campaigns, or feature rollouts from a service operations lens
Support the Customer Service Trainer in rolling out onboarding programs, agent enablement initiatives, and QA frameworks with vendor teams
Manage the full vendor lifecycle, from RFPs and negotiation to onboarding and renewal
Ensure all third-party contracts are aligned with compliance, legal, and operational standards, and are managed proactively across their lifecycle
Monitor and optimize customer service operating costs, identifying opportunities to reduce overhead without compromising quality or CSAT
Proactively identify opportunities to automate (incomplete in description)

Skills

Key technologies and capabilities for this role

Customer ServiceProgram ManagementOperationsTelcoSaaSDigital Brands

Questions & Answers

Common questions about this position

What is the employment type for this Customer Service Program Manager role?

This is a full-time position.

What are the main responsibilities of the Customer Service Program Manager?

The role involves establishing and owning the vendor management framework, defining and optimizing SLAs and KPIs, overseeing BPO partner performance reviews, and serving as the primary escalation point for partner-related issues.

What skills or qualities are needed for this role?

The ideal candidate is customer-obsessed, detail-oriented, and capable of managing BPO partner relationships, vendor governance, compliance, and cross-functional collaboration.

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Two Circles

Sports marketing agency leveraging data analytics

About Two Circles

Two Circles operates as a sports marketing agency that focuses on using data to assist sports organizations in increasing their revenue and understanding their fan base. The company has eight offices around the world, including locations in major cities like London, New York, and Paris, and works with prominent sports entities such as the NFL and UEFA. The agency employs data analytics to develop strategies, offer technology solutions, and create tailored content that resonates with fans. By packaging and selling sponsorships, Two Circles enables its clients to enhance their commercial performance and engage more effectively with their audience. What sets Two Circles apart from its competitors is its strong emphasis on data-driven decision-making, which helps clients optimize their revenue streams and improve fan relationships. The company's goal is to empower sports organizations to make informed choices that lead to growth and profitability.

London, United KingdomHeadquarters

2011Year Founded

GROWTH_EQUITY_VCCompany Stage

Data & Analytics, ConsultingIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Performance Bonus

Health Insurance

Professional Development Budget

Risks

Integration challenges from acquiring Spring Media Group may disrupt existing operations.

Expansion into media rights may increase competition with established media companies.

Cultural clashes from Kore acquisition could affect performance of the combined entity.

Differentiation

Two Circles leverages data analytics to enhance fan engagement and revenue growth.

The company operates from eight international offices, serving major sports organizations.

Two Circles offers proprietary technology solutions for tailored content and sponsorship sales.

Upsides

Acquisition of Spring Media Group expands Two Circles' media rights and streaming capabilities.

Partnership with Professional Triathletes Organisation boosts Two Circles' presence in triathlon sports.

Investment from Otro Capital and Bolt Ventures supports Two Circles' strategic growth initiatives.

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