Retail Service Operations Lead

Millennial Zeal Technology Corporation; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Millennial Zeal Technology Corporation seeks a Retail Services Operations Supervisor to oversee day-to-day operations across assigned retail service locations, ensuring top-notch service delivery and KPI achievement.

The role includes supervising frontline teams, coordinating with Aftersales, Retail, Technical, Parts, and Customer Service, and driving continuous improvement to enhance the customer experience and service efficiency across locations.

Qualifications

• Bachelor’s degree required in Business Administration, Operations Management, Retail Management, Engineering, Electronics, or related field.
• 3–5 years in retail operations or service operations or related field.
• 1–2 years of supervisory or team leadership experience.
• Experience managing frontline teams, service centers, retail stores, or customer-facing operations.
• Strong understanding of service operations, customer experience, and operational KPIs.
• Proficiency in Excel & PowerPoint and reporting.

Responsibilities

• Oversee day-to-day operations of assigned retail service locations.
• Ensure service processes and procedures are followed.
• Monitor service capacity, manpower, workload and daily activities.
• Ensure service areas are organized, maintained and ready for customers.
• Monitor policy and SOP compliance and service standards.
• Address operational issues and escalate as needed.
• Lead coaching for service advisors, customer service staff, technicians, and others.
• Coordinate with Technical, Aftersales, Parts, and Customer Service teams.
• Monitor KPIs including TAT, CSAT, First-Time Fix Rate, backlog, and service quality.
• Prepare regular performance reports and actionable insights.
• Drive process improvements and ensure consistency across locations.
• Support new product launches and retail campaigns.

Skills

Leadership

Communication

Problem solving

Analytical skills

Reporting

MS Excel

MS PowerPoint

Organization

Travel willingness

Weekend work

Education

Bachelor’s degree in Business Administration, Operations Management, Retail Management, Engineering, Electronics, or a related field

Tools

Microsoft Office

Excel

PowerPoint

Job description

Millennial Zeal Technology Corporation seeks a Retail Services Operations Supervisor to oversee day-to-day operations across assigned retail service locations, ensuring top-notch service delivery and KPI achievement.

The role includes supervising frontline teams, coordinating with Aftersales, Retail, Technical, Parts, and Customer Service, and driving continuous improvement to enhance the customer experience and service efficiency across locations.