Customer Experience & Operations Lead

3M GLOBAL SERVICE CENTER PHILIPPINES; Philippines; Remote; PHP 1,000,000 - 1,400,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking an experienced leader to drive a high-performance Customer Service team, shaping service delivery and operational excellence. You will lead cross-functional projects, coach teams, and implement process improvements that enhance customer experience while aligning with corporate programs and values.

The role requires strategic planning, stakeholder management, and regular reporting of milestones to management.

Qualifications

• Minimum 5 years of experience in similar roles.
• 3 years in leadership positions.
• Strong in engaging, influencing, coaching, and leading cross-functional teams.
• Excellent multitasking, communication, and presentations under time constraints.
• Results-driven with a customer-first mindset and strong process and execution abilities.
• Fluency in English.

Responsibilities

• Provides leadership and influences work groups, making decisions that enhance operational effectiveness and support key departmental programs.
• Supervises the development and implementation of process improvements, adapts techniques to solve complex problems, and reports key milestones to management.
• Manages a Customer Service team, assigns tasks, provides performance feedback, and ensures accountability for team activities and results.
• Leads projects aligned with business strategies, assembles project teams, and ensures objectives and deadlines are met.
• Participates in corporate programs, adheres to professional standards, and upholds 3M’s values and ethical standards.
• Support planning an execution of talent development programmes
• Identify opportunities to enhance service capacity, improve customer experience, and achieve operational excellence.
• Lead and support the implementation of new processes and manage change initiatives.
• Supports and/or leads Health Of Organization plans and activities

Skills

Leadership

Cross-functional collaboration

Coaching

English fluency

Job description

3M GLOBAL SERVICE CENTER PHILIPPINES is seeking an experienced leader to drive a high-performance Customer Service team, shaping service delivery and operational excellence. You will lead cross-functional projects, coach teams, and implement process improvements that enhance customer experience while aligning with corporate programs and values.

The role requires strategic planning, stakeholder management, and regular reporting of milestones to management.