Partner Experience Manager

Build strong client partnerships and drive exceptional experiences from onboarding to long-term success.

Hi! We're Smartsourcing, and we're looking for a Partner Experience Manager (PX) to lead and support the end-to-end partner journey. In this role, you'll oversee client relationships from initial engagement through onboarding and ongoing account management, while coordinating with recruitment and operations teams—helping ensure outstanding partner experiences, successful talent placements, and long-term client satisfaction.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About the Role of Partner Experience Manager

As a Partner Experience Manager, you'll be the driving force behind ensuring our clients extension office in Cebu runs like a well-oiled machine. You'll oversee project plans, client-specific training, and process documentation, ensuring all KPIs and SLAs are met. Think of yourself as the conductor of the customer experience orchestra—except cooler, because you'll have access to cutting-edge tools and a team that's as passionate as you are.

Key Responsibilities

A. Partner Acquisition & Sales Enablement

• Reach out to prospective partners, schedule and conduct introductory calls 
• Understand each partner's line of business (LOB) and the specific need or service they want to outsource
• Draft the Master Service Agreement (MSA) based on scope, headcount, and service requirements discussed
• Send the MSA to the partner for review and approval, and manage follow-through to a signed agreement

B. Recruitment Coordination & Candidate Endorsement

• Coordinate with the TA / Recruitment team to initiate and progress sourcing for partner requirements
• Screen, interview, and endorse qualified candidates to the partner
• Keep the partner informed on recruitment progress and manage expectations on timelines

C. Partner & People Onboarding

• Onboard the partner to SmartSourcing's ways of working while recruitment is ongoing
• Lay out and agree the training plan and training agreement with the partner 
• Liaise with the partner on the employee's training plan and confirm alignment before go-live

D. Multi-Account & People Management

• Manage multiple accounts / LOBs end-to-end, independently and without routine supervision
• Manage employees through training; track adherence to the training plan and agreement
• Monitor team and individual performance; conduct one-on-ones and address issues early
• Maintain accurate records across accounts using Microsoft tools

E. Engagement, Cadence & Continuous Improvement

• Run a consistent meeting cadence — weekly and monthly catch-ups with each partner
• Drive partner engagement and overall satisfaction across the account lifecycle
• Identify and act on continuous-improvement opportunities for the partner relationship

F. Artificial Intelligence (AI) Readiness and Digital Enablement 

• Maintain baseline AI literacy relevant to their role, including the ability to understand, use, and evaluate AI-supported tools for work efficiency and decision-making.
• Use approved AI tools and digital systems in compliance with company policies, data privacy requirements, information security standards, and client confidentiality obligations.
• Apply sound judgment in AI use by validating outputs, avoiding overreliance, and ensuring accuracy, fairness, and professional accountability for all work delivered
• Participate in required AI readiness trainings, upskilling programs, and continuous improvement initiatives as part of Smartsourcing's innovation and learning culture.
• Proactively identify opportunities for process improvement through automation, digitization, and responsible AI integration within their scope of work.

Qualifications:

• Bachelor's degree in any field. A background in Business, Communications, or a client-services discipline is an advantage.
• Minimum 3 years managing multiple and diverse accounts end-to-end — covering both client/partner onboarding and people management.

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops
• And so much more!

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Take the baton and lead our partners to success—apply now to start orchestrating something brilliant together!