Sr Manager, Customer Experience

<p><img style="display: block; margin-left: auto; margin-right: auto; max-width: 100%;" src="https://imgur.com/ycwQzy9" alt="" width="328"></p> <p>&nbsp;</p> <p><strong>Location</strong></p> <p>This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.</p> <p>&nbsp;</p> <p><strong>Role Hours</strong></p> <p>The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).</p> <p>&nbsp;</p> <p><strong>About Point</strong></p> <p><strong>✨ Real Impact, Real People:</strong> Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.</p> <p><strong>✨ Funding:</strong> With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.</p> <p><strong>✨ Game-changing Product:</strong> We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.</p> <p><strong>✨ Great Place to Work:</strong> Our employees love working here! We are a <a href="https://www.greatplacetowork.com/certified-company/7037273">Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area</a>.</p> <p><strong>✨ Hybrid Collaboration, Connected Culture:</strong> Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success.&nbsp;</p> <p>&nbsp;</p> <p><strong>About the role</strong></p> <p>We’re looking for a proven people and operations leader to join Point as Senior Manager, Customer Experience, based in our Manila office. This role leads our ~50 person Customer Experience organization that is responsible for inbound homeowner communications across phone and email, as well as targeted outbound and administrative support that directly enables our sales motion.</p> <p>Customer Experience at Point is a core part of how we convert interested homeowners into funded customers. As Senior Manager, you’ll be accountable for delivering fast, high-quality support at scale while ensuring the team consistently reinforces Point’s sales motions through disciplined follow-ups, document collection, and appointment coordination.</p> <p>&nbsp;</p> <p><strong>Your responsibilities</strong></p> <ul> <li>Lead and scale Point’s Manila-based Customer Experience organization, managing managers and team leads and owning end-to-end performance across all inbound and outbound support channels (phone, text, chat, and email).</li> <li>Set and enforce high standards for service quality and execution, ensuring strict SLA adherence, high CSAT, and consistent homeowner experiences while actively supporting Point’s sales motions through follow-ups, document collection, and appointment coordination.</li> <li>Partner closely with Sales leadership to align on priorities, escalation paths, and shared homeowner outcomes, ensuring Customer Experience efforts directly contribute to funding conversion.</li> <li>Run the business using data and performance metrics to identify issues, improve efficiency and quality, and surface recurring homeowner friction and operational insights to Product and Operations.</li> <li>Act as a senior leader in the Manila office, setting high standards for execution, accountability, and cross-functional collaboration.</li> <li>Build and sustain a strong leadership bench by coaching managers, setting clear expectations, and supporting workforce planning and succession to ensure long-term scalability.</li> </ul> <p>&nbsp;</p> <p><strong>About you</strong></p> <ul> <li>8+ years of progressive leadership experience in customer support or contact center operations, with 2+ years managing managers or team leads.</li> <li>Proven leader of large, high-volume support teams in Manila, with a strong understanding of the local talent market and leadership expectations.</li> <li>Data-driven, execution-oriented operator who runs metric-based teams focused on SLA adherence, CSAT, and consistent quality at scale.</li> <li>Strong understanding of how Customer Experience supports sales motions and influences revenue outcomes.</li> <li>Confident, effective communicator who can partner with Sales leadership and manage senior peers.</li> <li>Comfortable in fast-growing, evolving environments; thrives when structure is still being built.</li> <li>Excellent written and verbal English communication skills.</li> <li>Experience supporting high-consideration or financially complex products, where customer interactions influence conversion or funding outcomes, is a plus.</li> </ul> <p>&nbsp;</p> <p><strong>Our benefits</strong></p> <ul> <li><strong>Competitive Pay:</strong> Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.</li> <li><strong>Career Advancement:</strong> Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.</li> <li><strong>Work-Life Balance:</strong> 18 holidays, and hybrid work options in a supportive environment.</li> <li><strong>Support for Your Work:</strong> Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.</li> <li><strong>Global Experience:</strong> Collaborate with an international team and learn from global practices.</li> </ul> <p>&nbsp;</p> <p><a href="https://drive.google.com/file/d/1zWbcKdhNaLNHFlgb38SQsRyBd0dyIabV/view?usp=share_link">Philippines Data Privacy Statement</a></p><div class="content-conclusion"><p><a href="https://point.com/cpra-hr-applicant-privacy-notice" target="_blank"><span style="font-weight: 400;">California Consumer Privacy Act Notice</span></a></p></div>