Delivery Support Operations Manager (Manila, Philippines)

CEF Solutions Inc.

Manila

On-site

PHP 900,000 - 1,300,000

Full time

14 days+

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Job summary

CEF Solutions Inc. in Manila, Philippines, seeks a Delivery Support Operations Manager to lead the setup and ongoing operation of US delivery support services.

You will manage customer communications, delivery rescheduling, and status updates while coordinating with inventory, warehouses, and transportation teams. You will drive process improvements, establish SOPs, and coach a bilingual English/Spanish team to meet KPIs.

Qualifications

Bachelor's degree or equivalent experience.
5+ years in delivery support, order management, logistics customer service, or related fields.
2+ years in people management.
Experience with delivery scheduling, exceptions, and cross-functional resolution.
Experience in consumer electronics or last-mile delivery preferred.
Knowledge of ERP, OMS, CRM, and reporting tools.
Strong contact-center discipline knowledge.
Ability to lead a new operation through launch and improvement.
Strong analytical and problem-solving skills.
Excellent written and verbal English; Spanish is a plus.
Ability to manage multiple priorities in a fast-changing environment.
Strong stakeholder management and collaboration.
Proficiency in Excel and PowerPoint.
Delivery support and supply chain leadership.
Customer-centric and ownership-driven mindset.
Operational implementation and change management.
Exception management and structured problem-solving.
Cross-functional stakeholder management.
People leadership, coaching, accountability.
Data-driven performance management and reporting.
Process control and continuous improvement.
Clear communication and escalation management.

Responsibilities

Lead end-to-end setup, launch readiness, and ongoing delivery support operations.
Manage inbound/outbound phone and email support for delivery issues.
Oversee delivery exceptions due to inventory, warehouse, or transport issues.
Coordinate with supply chain, inventory, warehouse, transport, CS, IT, and retailers.
Ensure updates across ERP/OMS, retailer platforms, CRM and related systems.
Support retailer inquiries and coordinate returns when needed.
Lead and coach a bilingual English/Spanish team and ensure staffing coverage.
Establish SOPs, escalation paths, and quality standards for case documentation.
Manage performance against KPIs: answer rate, timeliness, CSAT, and backlog aging.
Develop surge and contingency plans for volume spikes.
Analyze volume and root causes; recommend process improvements.
Prepare regular operating reports and leadership reviews.
Partner with Quality, Training, Workforce, IT, and Security for readiness.
Serve as primary escalation point for complex or sensitive cases.

Skills

Excellent communication

English proficiency

Analytical skills

Root-cause problem solving

Stakeholder management

Data-driven reporting

People leadership

Operations leadership

Customer-centric mindset

Process improvement

Cross-functional collaboration

Communication & escalation

Excel & PowerPoint proficiency

Education

Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or related field

Tools

ERP

OMS

CRM/case-management

Telephony systems

Retailer platforms

Job description

Delivery Support Operations Manager (Manila, Philippines)

Job Openings Delivery Support Operations Manager (Manila, Philippines)

About the job Delivery Support Operations Manager (Manila, Philippines)

About Us:

CEF Solutions Inc. is a Consulting Services, and Business Process Outsourcing (BPO) company specialized in providing BPO Operations, Operations Management, Process Engineering and Innovation, and Cost Optimization solutions to clients in the Customer Service industry. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

About the Opportunity:

The Delivery Support Operations Manager is responsible for leading the implementation and day-to-day operation of U.S. delivery support services. The role manages customer communications and delivery exceptions related to appliances moving from warehouses to retailer cross-docks and ultimately to end consumers.

This includes rescheduling, callback and email management, order and delivery status updates, retailer support, and coordination across inventory, warehouse, transportation, customer service, and systems teams.

The ideal candidate brings direct management-level experience in delivery support or supply chain customer operations—particularly delivery scheduling, order management, exception management, and last-mile coordination. The manager will establish operating controls, build team capability, maintain service quality during normal and surge conditions, and provide leadership with clear performance insights and improvement actions.

Key Responsibilities:

Lead the end-to-end setup, launch readiness, stabilization, and ongoing management of the delivery support operation.

Manage inbound and outbound phone and email support for customers requiring delivery rescheduling, callbacks, status updates, or assistance arising from delivery exceptions.

Oversee delivery exception management caused by inventory shortages, warehouse constraints, transportation issues, site closures, severe weather, and other operational disruptions.

Coordinate with supply chain, inventory, warehouse, transportation, customer service, IT, and retailer stakeholders to resolve issues accurately and on time.

Ensure customer reschedules and status updates are completed correctly across ERP/OMS, retailer platforms, CRM/case-management tools, and related systems.

Support retailer store inquiries and, when required, coordinate customer returns and creation of return authorizations in company systems.

Lead and coach a dual-skilled phone and email team, including bilingual English/Spanish support, and maintain effective staffing coverage across the required hours of operation.

Establish and maintain SOPs, escalation paths, quality standards, knowledge materials, and controls for clear, concise, and complete case documentation.

Manage performance against contractual KPIs, including answer rate, outbound contact timeliness, callback and email response times, customer satisfaction, quality, productivity, and backlog aging.

Develop surge and contingency plans to manage significant volume increases during weather events or operational disruptions without compromising customer experience or operational control.

Analyze volume, root causes, repeat contacts, reschedule trends, and delivery failure patterns. Recommend improvements to processes, policies, staffing, training, and systems.

Prepare and present regular operational reports, business reviews, risk assessments, and corrective-action plans to leadership.

Partner with Quality, Training, Workforce Management, Reporting, IT, and Security teams to maintain operational readiness, compliance, business continuity, and continuous improvement.

Serve as the primary operational escalation point, ensuring timely ownership, professional communication, and closure of complex or sensitive delivery cases.

Qualifications & Skills:

Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or a related field. Equivalent relevant experience may be considered.

At least five years of experience in delivery support, order management, logistics customer service, transportation operations, supply chain operations, or a closely related environment. Seven or more years is preferred.

At least two years of people-management experience leading a delivery support, order management, customer operations, or contact-center team. Three or more years is preferred.

Demonstrated experience managing delivery scheduling and rescheduling, operational exceptions, order and shipment status, and cross-functional issue resolution.

Experience in consumer electronics, home appliances, large-item delivery, retail distribution, third-party logistics, or last-mile delivery is strongly preferred.

Working knowledge of ERP, OMS, CRM/case-management, retailer, telephony, email, and reporting systems. Experience supporting process or system implementation is preferred.

Strong understanding of contact-center operating disciplines, including service levels, workforce planning, quality assurance, training, escalation management, and performance reporting.

Proven ability to lead a new operation through implementation, launch, stabilization, and continuous improvement.

Strong analytical and root-cause problem-solving skills, with the ability to translate operating data into clear corrective actions.

Excellent written and verbal communication skills in English. Spanish capability is an advantage but is not required for the management role.

Ability to manage multiple priorities and make sound decisions in a fast-changing environment with significant volume fluctuations.

Strong stakeholder-management skills and the ability to work effectively with clients, retailers, carriers, warehouses, technology teams, and internal support functions.