National Director of Quality & Customer Experience

Michael Page; Metro Manila; On-site; PHP 2,000,000 - 5,000,000; Full time

Benefits offered by this job

Competitive compensation package

Performance-based incentives

Comprehensive benefits

Job summary

Michael Page client seeks a senior leader to drive nationwide aftersales service, quality, and customer experience excellence, while leading transformation to improve service, quality, and performance.

The role requires 10+ years in aftersales/quality, 3–5 years in senior leadership, and a strong track record of leading large teams and KPI-driven performance management. English proficiency and stakeholder management are essential for success.

Qualifications

• Bachelor's degree in Engineering, Business, Operations Management, or a related discipline.
• Minimum 10 years of experience in aftersales service and/or quality management.
• At least 3–5 years of senior leadership experience overseeing both service and quality functions.
• Proven track record of leading large teams and driving business performance.
• Strong understanding of customer service operations, quality systems, warranty management, and KPI-driven performance management.
• Excellent stakeholder management and communication skills.
• Strong command of English.

Responsibilities

• Develop and execute the overall aftersales service and quality strategy aligned with business objectives.
• Lead and develop nationwide service, customer care, and quality teams to achieve operational excellence.
• Drive customer satisfaction improvements through service centres, dealer networks, and customer support channels.
• Monitor and improve KPI such as customer satisfaction, repair turnaround time, first-time fix rate, warranty costs, and defect rates.
• Manage aftersales budgets, warranty expenditure, inventory planning, and resource allocation for cost efficiency.
• Establish and maintain quality systems, standards, audits, and compliance processes.
• Analyse customer feedback, warranty claims, and quality data to identify improvement opportunities.
• Partner with engineering, product management, manufacturing, and supply chain to enhance quality and reliability.
• Ensure effective warranty administration, policy compliance, and cost management.
• Strengthen relationships with dealers, service partners, OEM partners, and regulatory stakeholders.
• Lead digital transformation initiatives to improve service and quality performance.

Skills

Leadership

Stakeholder management

English proficiency

Operations management

Team development

Strategic planning

Education

Bachelor's degree in Engineering, Business, Operations Management, or related

Master's degree

Job description

Michael Page client seeks a senior leader to drive nationwide aftersales service, quality, and customer experience excellence, while leading transformation to improve service, quality, and performance.

The role requires 10+ years in aftersales/quality, 3–5 years in senior leadership, and a strong track record of leading large teams and KPI-driven performance management. English proficiency and stakeholder management are essential for success.