Ocean Customer Experience Team Lead – MEX

A.P. Moller - Maersk; Pasig; On-site; PHP 800,000 - 1,600,000; Full time

Job summary

Maersk is seeking an Ocean Customer Experience Team Lead to guide a team of operators in Pasig. The role focuses on achieving daily/monthly targets, coaching staff, and ensuring service excellence across end-to-end processes.

Night shift availability and onsite work in Pasig City are required. The ideal candidate has leadership experience in Shipping or Logistics, strong English communication, and proficiency in Microsoft Office and Power BI.

Qualifications

• 2–5 years of leadership experience, with exposure to performance and change management.
• Relevant experience in Shipping, Logistics, Freight Forwarding, or Supply Chain Operations.
• Exposure to Project Management and/or Process Improvement.
• Bachelor’s degree in any relevant field.
• Strong English communication skills, both written and verbal.

Responsibilities

• Manage and oversee the team's day-to-day operations, ensuring tasks are completed accurately, efficiently, and within agreed timelines.
• Develop and implement appropriate work plans and timelines to achieve established operational targets and KPIs.
• Regularly monitor team performance and provide timely, specific, and constructive feedback to improve productivity, quality, and overall performance.
• Delegate tasks effectively based on operational priorities, workload, and individual team member capabilities.
• Assess the skills and development needs of team members and provide appropriate coaching, training, and support to help them reach their full potential.
• Motivate, engage, and guide team members toward achieving individual, team, and organizational goals.
• Promote and consistently reinforce company values, policies, procedures, and expected standards of behavior.
• Understand changes in client requirements and ensure that process updates are communicated, understood, and consistently implemented across the team.
• Collaborate closely with other Team Leaders and cross-functional departments to achieve shared operational and organizational objectives.
• Proactively identify process gaps and improvement opportunities and recommend solutions that strengthen efficiency, quality, and the overall working environment.
• Maintain Standard Operating Procedures (SOPs), ensuring they are accurate, up to date, and suitable for operational reference and training purposes.
• Foster a culture of accountability, continuous improvement, teamwork, and high performance within the team.

Skills

Leadership

Performance management

Change management

Project management

Process improvement

English communication

Power BI

Microsoft Office

Education

Bachelor’s degree

Tools

Microsoft Office

Power BI

Job description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organization reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

We Offer

This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen. You will be interacting daily with colleagues internationally, giving you the opportunity to develop your professional skills in a global environment. We provide support for you to shape your own career by achieving expertise and learning on the job.

Ocean Customer Experience Team Lead – MEX

The Team Leader is responsible for leading and managing a team of operators to consistently achieve daily and monthly operational targets and KPIs. The role requires a strong understanding of end-to-end operations, with particular expertise in the processes and requirements of the assigned function.

The Team Leader closely monitors team performance, identifies performance gaps, and provides timely and constructive feedback, coaching, and support to improve productivity, quality, and overall service delivery. The role is also responsible for creating an engaging and collaborative working environment that enables team members to develop their capabilities and maximize their potential.

In collaboration with other Team Leaders, Supervisors, and the Operations Manager, the Team Leader supports the execution of operational plans and ensures alignment with business and client requirements. The role is expected to demonstrate ownership, drive continuous improvement, identify operational opportunities, and recommend practical solutions that improve team performance, processes, and ways of working.

Key Responsibilities

• Manage and oversee the team's day-to-day operations, ensuring tasks are completed accurately, efficiently, and within agreed timelines.
• Develop and implement appropriate work plans and timelines to achieve established operational targets and KPIs.
• Regularly monitor team performance and provide timely, specific, and constructive feedback to improve productivity, quality, and overall performance.
• Delegate tasks effectively based on operational priorities, workload, and individual team member capabilities.
• Assess the skills and development needs of team members and provide appropriate coaching, training, and support to help them reach their full potential.
• Motivate, engage, and guide team members toward achieving individual, team, and organizational goals.
• Promote and consistently reinforce company values, policies, procedures, and expected standards of behavior.
• Understand changes in client requirements and ensure that process updates are communicated, understood, and consistently implemented across the team.
• Collaborate closely with other Team Leaders and cross-functional departments to achieve shared operational and organizational objectives.
• Proactively identify process gaps and improvement opportunities and recommend solutions that strengthen efficiency, quality, and the overall working environment.
• Maintain Standard Operating Procedures (SOPs), ensuring they are accurate, up to date, and suitable for operational reference and training purposes.
• Foster a culture of accountability, continuous improvement, teamwork, and high performance within the team.

Who are we looking for:

• 2–5 years of leadership experience, with exposure to performance and change management.
• Relevant experience in Shipping, Logistics, Freight Forwarding, or Supply Chain Operations.
• Exposure to Project Management and/or Process Improvement.
• Bachelor’s degree in any relevant field.
• Strong English communication skills, both written and verbal.

Spanish language proficiency is a plus but not required.

• Proficient in Microsoft Office applications.
• Knowledge of automation, AI capabilities, and Power BI is an advantage.
• Amenable to working night shifts and in an onsite work setup.
• Willing to work in Pasig City.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law.

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