Senior Operation and Customer Experience Manager

Job description

Job Title: Senior Operations and Customer Experience Manager

Location: Makati, Philippines

Job Responsibilities:

In this role, the primary responsibilities will include (but are not limited to):

Core Operational Management

• Oversee fulfillment operations (pickers, riders, dispatchers) to ensure SLA compliance (on-time delivery, order accuracy, service quality).

• Standardize and improve processes for dispatching, double/multi-drop approvals, secondary, long-distance deliveries, and exception handling.

• Enforce compliance on rider remittance, shift schedules, and adherence to SOPs.

• Monitor and ensure Manpower targets are achieved for all Service Providers across all operating areas and stores

• Monitor and ensure Manpower targets at achieved across all operating areas and stores

• Standardize and improve processes between customer support and Operations regarding escalations that need attention from operations in order to resolve customer issues and concerns efficiently and effectively

Performance Monitoring

• Track and analyze KPIs (delivery times, fulfillment rate, rider productivity, order accuracy, cancellations, and customer complaints).

• Implement dashboards and reports for daily, weekly, and monthly reviews with management.

• Root cause analysis of operational failures (e.g., delayed orders, rider shortages, stock-outs).

People & Partners Management

• Manage service providers (riders, shoppers)—performance monitoring, SLA enforcement, manpower deployment

• Oversee manpower planning (store allocation, peak season planning, etc.).

• Process & Policy Development

• Refine approval processes (double drops/secondary, reschedules, long-distance deliveries, etc.) to cut losses and enforce accountability.

• Create incident management protocols (late delivery, rider misconduct, customer complaints).

• Build scalable SOPs that can be rolled out and improve operations

Cost & Efficiency

• Control operational costs (allowances (r/s) secondary/double drop pay, long distance, allowance stores).

• Identify process automation opportunities (dispatch, customer notifications, manpower schedule).

Cross-Functional Coordination

• Work with Merchants/Encoders → ensure product availability and service-level alignment.

• Work with Customer Service → close feedback on customer complaints and service failures.

• Work with Finance → monitor payouts, deductions, and rider compliance on remittances.

Additional tasks may be assigned by the immediate supervisor from time to time.

Qualifications:

• Bachelor's Degree in Business Administration, Operations Management, Logistics, Supply Chain, Industrial Engineering, or a related field.

• At least 5 years of experiencein Operations, Logistics, E-commerce, Retail, or a related industry, with 2 years in a managerial role.

• Strong experience in fulfillment, dispatch, manpower planning, and service provider management.

• Proven ability to monitor KPIs, drive process improvements, and manage operational performance.

• Excellent leadership, analytical, problem-solving, and stakeholder management skills.

• Proficient in Microsoft Excel/Google Sheets and reporting tools.

• Willing to report onsite in Makati