Compass Experience Labs focuses on creating immersive, hands-on experiences that drive innovation and customer engagement. Their ultimate mission is to help organizations explore and develop new strategies through interactive and dynamic experiences. The company’s purpose is to empower clients to visualize and test their ideas in a practical, engaging environment, enhancing their decision-making and strategic planning processes.

Consulting

Compass Experience Labs

Your customers are exceptional -- now your customer service can be too.

You must build and manage client relationships, collaborate with leadership and partners, have recruitment knowledge, and possess strong communication skills.

You will manage client relationships, identify opportunities for upselling, oversee the sales process for inbound leads, and collaborate on lead generation and partnership strategies while documenting in CRM.

Sales & Business Development

People, HR & Administration

Manila

<div>
 RPO Account Manager 
 Compass has an opening for an Account Manager to help shape our sales process and drive client success in our Recruitment Process Outsourcing (RPO) division. In the early stages, you will help define our Ideal Customer Profile (ICP), assist in closing deals, and establish an implementation process. Over time, your focus will shift to managing client relationships, identifying upsell and cross-sell opportunities, managing inbound leads, and identifying opportunities to sell RPO solutions to clients of other Compass verticals, such as BPO.
 
 Key Responsibilities:
 <ul>
 <li>Identify the ICP and targeted personas for RPO</li>
 <li>Manage RPO client relationships and implementation.</li>
 <li>Serve as the primary point of contact for clients.</li>
 <li>Identify opportunities, and manage sales cycle, for upselling and cross-selling RPO solutions to Compass clients from other verticals (BPO).</li>
 <li>Manage and run sales processes for inbound leads (marketing campaigns, partnership referrals, client referrals, etc).</li>
 <li>Manage partnerships for lead generation (e.g. Gorgias, Stella/Medallia).</li>
 <li>Set up internal processes for Compass verticals to share leads with one another.</li>
 <li>Collaborate with the wider business development and sales team to formulate partnership strategy and objectives.</li>
 <li>Maintain precise documentation utilizing CRM systems </li>
 </ul>
 Qualifications:
 <ul>
 <li>The ability to build, nurture, and manage long-term relationships with clients.</li>
 <li>Collaborate with both internal Compass leadership and external partners.</li>
 <li>Familiarity with recruitment and talent acquisition.</li>
 <li>Strong communication skills</li>
 </ul>
</div>


 RPO Account Manager
 Compass has an opening for an Account Manager to help shape our sales process and drive client success in our Recruitment Process Outsourcing (RPO) division. In the early stages, you will help define our Ideal Customer Profile (ICP), assist in closing deals, and establish an implementation process. Over time, your focus will shift to managing client relationships, identifying upsell and cross-sell opportunities, managing inbound leads, and identifying opportunities to sell RPO solutions to clients of other Compass verticals, such as BPO.
 
 Key Responsibilities:
 
  Identify the ICP and targeted personas for RPO
  Manage RPO client relationships and implementation.
  Serve as the primary point of contact for clients.
  Identify opportunities, and manage sales cycle, for upselling and cross-selling RPO solutions to Compass clients from other verticals (BPO).
  Manage and run sales processes for inbound leads (marketing campaigns, partnership referrals, client referrals, etc).
  Manage partnerships for lead generation (e.g. Gorgias, Stella/Medallia).
  Set up internal processes for Compass verticals to share leads with one another.
  Collaborate with the wider business development and sales team to formulate partnership strategy and objectives.
  Maintain precise documentation utilizing CRM systems
 
 Qualifications:
 
  The ability to build, nurture, and manage long-term relationships with clients.
  Collaborate with both internal Compass leadership and external partners.
  Familiarity with recruitment and talent acquisition.
  Strong communication skills
 


RPO Account Manager - Compass Experience Labs

Philippines

RPO Account Manager

You need a Bachelor’s degree, 7-10 years of recruitment experience (3-5 in leadership), strong knowledge of best practices, leadership skills, analytical ability, and familiarity with ATS.

You will develop recruitment strategies, lead the team, collaborate with leadership, enhance employer branding, optimize processes, ensure compliance, analyze metrics, and improve candidate experience.

<div>
 Job Description:
 The Director of Recruitment will lead and oversee the organization's talent acquisition strategies, ensuring that the company attracts, hires, and retains the best talent to meet its business objectives. This role involves developing and implementing comprehensive recruitment plans, managing a team of recruiters, and collaborating with department heads to understand staffing needs. The Director of Recruitment will also be responsible for enhancing employer branding, optimizing recruitment processes, and ensuring a positive candidate experience. The ideal candidate should have a proven track record in recruitment management, strong leadership skills, and a deep understanding of the latest industry trends.
 <div>
 Key Responsibilities 
 <ul>
 <li>Develop and execute recruitment strategies to meet the company's hiring goals.</li>
 <li>Lead and manage the recruitment team, providing guidance and support.</li>
 <li>Collaborate with senior leadership to identify staffing needs and workforce planning.</li>
 <li>Enhance employer branding to attract top talent.</li>
 <li>Monitor and optimize the recruitment process, ensuring efficiency and effectiveness.</li>
 <li>Ensure compliance with all relevant employment laws and regulations.</li>
 <li>Analyze recruitment metrics and report on the effectiveness of hiring strategies.</li>
 <li>Foster a positive candidate experience throughout the recruitment process.</li>
 </ul>
 </div>
 <div>
 Qualifications 
 <ul>
 <li>Bachelor’s degree in Human Resources, Business Administration, or a related field.</li>
 <li>Minimum of 7-10 years of experience in recruitment, with at least 3-5 years in a leadership role.</li>
 <li>Strong knowledge of recruitment best practices, tools, and technologies.</li>
 <li>Excellent leadership, communication, and interpersonal skills.</li>
 <li>Ability to work in a fast-paced environment and manage multiple priorities.</li>
 <li>Strong analytical skills and experience with recruitment metrics.</li>
 </ul>
 </div>
 <div>
 Preferred Qualifications 
 <ul>
 <li>Master’s degree in Human Resources or a related field.</li>
 <li>Experience in employer branding and talent acquisition marketing.</li>
 <li>Familiarity with applicant tracking systems (ATS) and other HR software.</li>
 </ul>
 </div>
</div>


 Job Description:
 The Director of Recruitment will lead and oversee the organization's talent acquisition strategies, ensuring that the company attracts, hires, and retains the best talent to meet its business objectives. This role involves developing and implementing comprehensive recruitment plans, managing a team of recruiters, and collaborating with department heads to understand staffing needs. The Director of Recruitment will also be responsible for enhancing employer branding, optimizing recruitment processes, and ensuring a positive candidate experience. The ideal candidate should have a proven track record in recruitment management, strong leadership skills, and a deep understanding of the latest industry trends.
 
  Key Responsibilities
  
   Develop and execute recruitment strategies to meet the company's hiring goals.
   Lead and manage the recruitment team, providing guidance and support.
   Collaborate with senior leadership to identify staffing needs and workforce planning.
   Enhance employer branding to attract top talent.
   Monitor and optimize the recruitment process, ensuring efficiency and effectiveness.
   Ensure compliance with all relevant employment laws and regulations.
   Analyze recruitment metrics and report on the effectiveness of hiring strategies.
   Foster a positive candidate experience throughout the recruitment process.
  
 
 
  Qualifications
  
   Bachelor’s degree in Human Resources, Business Administration, or a related field.
   Minimum of 7-10 years of experience in recruitment, with at least 3-5 years in a leadership role.
   Strong knowledge of recruitment best practices, tools, and technologies.
   Excellent leadership, communication, and interpersonal skills.
   Ability to work in a fast-paced environment and manage multiple priorities.
   Strong analytical skills and experience with recruitment metrics.
  
 
 
  Preferred Qualifications
  
   Master’s degree in Human Resources or a related field.
   Experience in employer branding and talent acquisition marketing.
   Familiarity with applicant tracking systems (ATS) and other HR software.
  
 



Director of Recruitment - Compass Experience Labs

Director of Recruitment

You must have an Associate's degree (Bachelor's preferred), 5-10 years in call center management, expertise with Zendesk/Gorgias, Microsoft PowerPoint experience, and strong communication skills.

You will manage multiple client accounts, ensure KPIs are met, lead client meetings, handle escalations, mentor team leads, oversee onboarding, manage P&L, and participate in account planning.

<div>
 MEET COMPASS
 We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
 PROGRAM LEAD 
 The primary role of Program Lead is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients' request, and finding solutions for pain points that Compass has the expertise in.
 Responsibilities: 
 <ul>
 <li>Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts.</li>
 <li>Ensure your account(s) are meeting client KPIs and service level expectations that are in our control</li>
 <li>Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.</li>
 <li>Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands</li>
 <li>Be the main point of contact for all client escalations</li>
 <li>Adhere to an internal reporting cadence to help oversee the performance of your team and client</li>
 <li>Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates</li>
 <li>Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)</li>
 <li>Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job</li>
 <li>Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.</li>
 <li>Manage P&amp;L to maximize margin and grow the account</li>
 <li>When necessary, create, maintain and manage schedules, and approve timesheets and time off requests</li>
 <li>When applicable, onboard new clients through coordination with sales, recruiting, and operations</li>
 <li>Other duties as assigned by the VP of Client Operations</li>
 </ul>
 
 Qualifications, Requirements and Characteristics: 
 <ul>
 <li>Minimum Associates Degree in a business or related field. Bachelor's degree preferred.</li>
 <li>Minimum 5-10 years of experience managing or supervising customer service reps in a retail or call center operations environment</li>
 <li>Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference</li>
 <li>Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews.</li>
 <li>Ability to be a balanced advocate for your team, the client, and Compass</li>
 <li>Excellent written and verbal communication skills and a professional demeanor</li>
 <li>Experience managing a remote workforce</li>
 </ul>
 Availability:
 <ul>
 <li>Full Time position (salaried)</li>
 <li>Weekdays, weekends, and nights (depending on client hours of operation)</li>
 <li>Office is located in Columbus, Ohio (we are currently working remotely)</li>
 <li>Applicants must have strong internet connection to support systems</li>
 </ul>
 THINK YOU MIGHT WANT TO JOIN US?
 Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.
 If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart - and teamwork will keep things running smoothly.
 
 WHAT WE OFFER 
 <ul>
 <li>Training and career development opportunities</li>
 <li>Flexible schedules and remote working options</li>
 <li>A comprehensive benefits package for FT US-based employees</li>
 <li>Competitive wages</li>
 <li>Paid time off and paid holidays</li>
 <li>The opportunity to work with the best teams, supporting some of the best online brands!</li>
 </ul>
</div>


 MEET COMPASS
 We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
 PROGRAM LEAD 
 The primary role of Program Lead is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Program Leads add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients' request, and finding solutions for pain points that Compass has the expertise in.
 Responsibilities: 
 
  Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts.
  Ensure your account(s) are meeting client KPIs and service level expectations that are in our control
  Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.
  Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
  Be the main point of contact for all client escalations
  Adhere to an internal reporting cadence to help oversee the performance of your team and client
  Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates
  Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
  Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
  Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.
  Manage P&L to maximize margin and grow the account
  When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
  When applicable, onboard new clients through coordination with sales, recruiting, and operations
  Other duties as assigned by the VP of Client Operations
 
 
 Qualifications, Requirements and Characteristics: 
 
  Minimum Associates Degree in a business or related field. Bachelor's degree preferred.
  Minimum 5-10 years of experience managing or supervising customer service reps in a retail or call center operations environment
  Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference
  Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews.
  Ability to be a balanced advocate for your team, the client, and Compass
  Excellent written and verbal communication skills and a professional demeanor
  Experience managing a remote workforce
 
 Availability:
 
  Full Time position (salaried)
  Weekdays, weekends, and nights (depending on client hours of operation)
  Office is located in Columbus, Ohio (we are currently working remotely)
  Applicants must have strong internet connection to support systems
 
 THINK YOU MIGHT WANT TO JOIN US?
 Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.
 If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart - and teamwork will keep things running smoothly.
 
 WHAT WE OFFER 
 
  Training and career development opportunities
  Flexible schedules and remote working options
  A comprehensive benefits package for FT US-based employees
  Competitive wages
  Paid time off and paid holidays
  The opportunity to work with the best teams, supporting some of the best online brands!
 


Compass Experience Labs

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