Lounge Operations Lead – NAIA Terminal 3

JoyRide Superapp; Philippines; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

JoyRide Superapp is seeking an Operations Manager to oversee the lounge operations at NAIA Pasay. You will manage branch staff, ensure smooth customer transactions, uphold service standards, and drive operational efficiency.

Responsibilities include leading a team of Customer Service Assistants, Cashiers, and Dispatchers; training staff; resolving inquiries and escalations; monitoring cash handling and dispatch flows; and preparing operational reports for management.

Qualifications

• Bachelor's degree in Business Administration, Hospitality Management, Tourism, Marketing, Operations Management, or a related field.
• At least 3–5 years of experience in branch operations, customer service, hospitality, transportation, travel, or related industries.
• Proven experience leading and managing teams.
• Strong leadership and people management skills.
• Excellent customer service and conflict-resolution abilities.
• Experience handling operational reports and administrative functions.

Responsibilities

• Oversee the day-to-day operations of the assigned branch.
• Lead a team of Customer Service Assistants, Cashiers, and Dispatchers, ensuring adherence to company policies and procedures.
• Train and mentor team members to provide excellent customer service and operational efficiency.
• Address customer inquiries, complaints, and escalations promptly and professionally.
• Ensure the team provides a seamless and satisfactory customer experience.
• Monitor daily activities, including cash handling and customer requests.
• Oversee daily dispatch operations, including trip assignments, vehicle availability, and service flow.
• Handle dispatch issues such as delays, no-shows, and rerouting, coordinating with Driver Operations and Customer Support as needed.
• Identify opportunities for process improvements and recommend initiatives that enhance operational effectiveness and customer experience.
• Prepare and submit operational reports as required by management.
• Perform other duties that may be assigned from time to time.

Skills

Leadership

Customer service

Conflict resolution

Communication

Problem solving

Organizational skills

Education

Bachelor's degree in Business Administration

Tools

Microsoft Office

Job description

JoyRide Superapp is seeking an Operations Manager to oversee the lounge operations at NAIA Pasay. You will manage branch staff, ensure smooth customer transactions, uphold service standards, and drive operational efficiency.

Responsibilities include leading a team of Customer Service Assistants, Cashiers, and Dispatchers; training staff; resolving inquiries and escalations; monitoring cash handling and dispatch flows; and preparing operational reports for management.