Delivery Support Operations Lead (Manila)

Cef-Solutions-Inc.-1; Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Cef Solutions Inc. in Manila, Philippines, is seeking a Delivery Support Operations Manager to oversee the end-to-end delivery support operation, including scheduling, rescheduling, and exception handling for appliances moving through warehouses to retailers and end customers.

The role requires 5+ years in delivery support or logistics operations and 2+ years of people management, with strong cross-functional coordination and English communication skills.

Qualifications

• Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or related field.
• 5+ years in delivery support, order management, or logistics operations; 7+ years preferred.
• 2+ years of people-management experience in delivery support or contact-center teams.

Responsibilities

• Lead end-to-end setup, launch readiness, stabilization and ongoing management of the delivery support operation.
• Manage inbound/outbound phone and email support for delivery rescheduling, status updates, and exceptions.
• Oversee delivery exception management due to inventory shortages, warehouse constraints, and transportation issues.
• Coordinate with supply chain, inventory, warehouse, transportation, customer service, IT, and retailers to resolve issues on time.
• Ensure reschedules and status updates are captured across ERP/OMS, retailer platforms, and CRM systems.
• Support retailer inquiries and coordinate returns and return authorizations in company systems.
• Lead and coach a bilingual English/Spanish team and ensure staffing coverage across hours of operation.
• Establish SOPs, escalation paths, quality standards, knowledge materials, and controls for case documentation.
• Manage performance against KPIs like answer rate, response times, CSAT, productivity and backlog aging.
• Develop surge/contingency plans for high-volume events without impacting service.
• Analyze volume patterns and recommend process improvements.

Skills

Delivery support leadership

Order management

Logistics operations

People management

Stakeholder management

Education

Bachelor's degree in Supply Chain/Logistics/Operations

Tools

ERP

OMS

CRM

Job description

Cef Solutions Inc. in Manila, Philippines, is seeking a Delivery Support Operations Manager to oversee the end-to-end delivery support operation, including scheduling, rescheduling, and exception handling for appliances moving through warehouses to retailers and end customers.

The role requires 5+ years in delivery support or logistics operations and 2+ years of people management, with strong cross-functional coordination and English communication skills.