Customer Operations Manager

2GO Group; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

2GO Express seeks a Customer Experience & Resolution Manager to lead the customer resolution and service recovery function, ensuring escalated concerns are handled with urgency and care. You will drive timely case resolution, strengthen customer communication, and work with cross-functional teams to improve overall CX.

Lead the CX & Resolution team, set case-handling standards, and drive corrective actions across units, ensuring escalation through closure and continuous improvement.

Qualifications

• Bachelor’s degree in Business Administration, Management, Logistics, Communications, or related field.

Responsibilities

• Manage escalated customer concerns with clear ownership and timely resolution.
• Monitor case aging, open cases, and backlogs to prevent delays.
• Establish escalation protocols and severity levels.
• Ensure accurate case documentation and follow-through until closure.
• Lead service recovery and customer communication for significant issues.
• Track KPIs and maintain performance dashboards for CX performance.

Skills

Customer experience

Escalation management

Leadership

Communication

Cross-functional collaboration

Data analysis

Education

Bachelor's degree in Business Administration/Management/Logistics/Communications

Tools

CRM systems

MS Office

Job description

3 - 5 Years

Job Description

Here’s the difference you’ll make

As the Customer Experience & Resolution Manager at 2GO Express, you’ll lead the customer resolution and service recovery function, ensuring escalated customer concerns are handled with urgency, accountability, and care. You’ll drive timely case resolution, strengthen customer communication, and work with cross-functional teams to address service issues and improve the overall customer experience.

Through customer feedback, complaint analysis, and performance monitoring, you’ll identify recurring service gaps and drive corrective actions with the appropriate teams. You’ll also lead and develop the Customer Experience & Resolution team, establishing consistent case-handling standards and ensuring customer concerns are properly managed from escalation through closure.

What you’ll do

Manage escalated customer concerns beyond first-level handling, ensuring clear case ownership, prioritization, and timely resolution.

Monitor open cases, aging, backlogs, overdue actions, and repeat escalations to prevent delays.

Establish escalation protocols, severity levels, and management escalation thresholds.

Ensure accurate case documentation and consistent follow-through until formal closure.

Service Recovery & Customer Communication

Lead customer communication and service recovery for significant or recurring service failures.

Provide timely and accurate customer updates throughout the resolution process.

Coordinate corrective actions with responsible teams while maintaining accountability for customer communication.

Escalate critical customer-impacting incidents to Operations Support leadership and relevant business unit leaders.

Customer Experience & Performance Management

Establish and monitor key performance indicators, including response and resolution SLAs, case aging, backlog, repeat complaints, and customer satisfaction.

Maintain performance dashboards that highlight service gaps, emerging risks, and required management actions.

Analyze case performance by issue type, customer segment, account, location, and responsible function.

Ensure disciplined follow-through on overdue and high-impact cases.

Voice of Customer & Service Improvement

Analyze customer complaints, escalations, feedback, and satisfaction results to identify recurring pain points.

Translate customer insights into actionable recommendations for Operations, OPEX, Product, IT, Sales, and business unit management.

Identify systemic service issues and coordinate corrective and preventive actions with accountable teams.

Track improvement initiatives and monitor their completion and effectiveness.

Customer Experience Readiness & Cross-Functional Coordination

Support new-account onboarding by establishing customer contact protocols, escalation matrices, and service-recovery requirements.

Coordinate with Sales, Operations, the Contact Interface Center (CIC), IT, Billing, Product, and other support teams to ensure resolution readiness.

Facilitate resolution discussions for complex or high-impact customer concerns.

Maintain clear accountability between case coordination and customer communication, which the CXR team owns, and corrective actions, which remain with the responsible functional teams.

Refer commercial opportunities, pricing discussions, contract renewals, and account expansion requirements to Sales/Account Management.

Lead, coach, and develop the Customer Experience & Resolution team to maintain consistent case-handling and service-recovery standards.

Set performance expectations and conduct regular coaching, performance reviews, and capability development.

Ensure team proficiency in products, service standards, escalation protocols, customer communication, and relevant systems.

Prepare management reports on escalations, complaints, customer experience performance, root causes, and action status.

Improve customer-resolution processes, tools, templates, and reporting in coordination with OPEX and relevant functional owners.

You’ll thrive in this role if you…

Have a bachelor’s degree in Business Administration, Management, Logistics, Communications, or a related field.

Bring at least five years of relevant experience in customer experience, customer resolution, service recovery, or customer operations, preferably in logistics, courier, express delivery, or transportation.

Have at least two to three years of people‑management or team‑leadership experience.

Demonstrate strong experience managing escalations, complaints, service recovery, case aging, and cross‑functional resolution.

Are analytical and capable of using customer‑service data, complaint trends, and performance dashboards to identify recurring issues and drive improvements.

Possess excellent communication, conflict‑management, and stakeholder‑management skills.

Can coordinate effectively with Operations, Sales, IT, Billing, OPEX, Product, and other support functions.

Are proficient in customer‑service or case‑management systems, CRM platforms, and Microsoft Office applications.

Demonstrate strong problem‑solving, root‑cause analysis, leadership, urgency, and execution discipline.