Senior Lead, Logistics CX & Operations

A.P. Moller - Maersk; Manila; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

Maersk is seeking a Lead Logistics Customer Experience & Operations Senior Specialist (P&G EUR) to ensure smooth shipment execution and strong customer engagement. You will act as a key customer contact, drive continuous improvement, and support digital transformation.

You will own day-to-day operations and collaborate across functions to meet SLAs and KPIs. You will lead priority topics, onboard and train new team members, and ensure SOPs are current.

Qualifications

• Bachelor’s degree in Logistics, Supply Chain, Business or a related field.
• Typically 2–5+ years of experience in logistics, customer operations or finance operations.
• Demonstrate strong experience in end-to-end Lead Logistics operations and customer servicing.
• Proven track record of delivering service performance and meeting KPIs and SLAs.
• Experience handling customer interactions, escalations and operational problem-solving.
• Strong communication skills in English, both written and spoken.
• Customer-centric mindset with the ability to understand and respond to customer needs.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively in a matrix environment.
• Be results-driven with a strong sense of ownership and accountability.
• Knowledge of process excellence and continuous improvement practices (preferred).
• Amenable to work onsite and on afternoon shift schedule.

Responsibilities

• Ensure smooth and reliable shipment execution by adhering to standard processes and meeting customer requirements.
• Act as a key customer contact by building understanding of customer needs and driving improvements.
• Support digital transformation initiatives through collaboration and operational excellence.
• Take ownership beyond day-to-day operations and demonstrate accountability in delivery.
• Build and maintain visual management systems aligned with process excellence standards.
• Implement continuous improvement initiatives, including Kaizens and cost-saving projects.
• Coordinate with internal and external stakeholders to ensure end-to-end shipment execution.
• Lead priority topics, onboarding and training new team members when needed.
• Ensure SOPs and SLAs are documented, maintained and updated.
• Maintain and meet customer-specific KPIs and SLAs.

Skills

Communication in English

Customer-centric mindset

Analytical and problem solving

Stakeholder management

Matrix working style

Ownership and accountability

Education

Bachelor’s degree in Logistics/SC/Business or related field

Job description

Maersk is seeking a Lead Logistics Customer Experience & Operations Senior Specialist (P&G EUR) to ensure smooth shipment execution and strong customer engagement. You will act as a key customer contact, drive continuous improvement, and support digital transformation.

You will own day-to-day operations and collaborate across functions to meet SLAs and KPIs. You will lead priority topics, onboard and train new team members, and ensure SOPs are current.