Senior Operation and Customer Experience Manager

MetroMart - #1 Online Grocery Delivery Service; Makati; On-site; PHP 1,674,000 - 2,566,800; Full time

Job summary

MetroMart - #1 Online Grocery Delivery Service in Makati is seeking a Senior Operations and Customer Experience Manager to lead fulfillment, dispatch, and partner management. You will optimize processes, monitor KPIs, and drive cross-functional collaboration with Customer Service and Finance to ensure high service quality.

The role requires at least 5 years in Operations with 2 years in management, and a willingness to report onsite in Makati.

Qualifications

• Bachelor's degree in business, operations, logistics, supply chain, or related field.
• 5+ years in Operations/Logistics/Retail, with 2+ years in a managerial role.
• Strong track record in fulfillment, dispatch, manpower planning, and service-provider management.
• Proven ability to monitor KPIs, drive process improvements and manage performance.
• Proficient in Excel/Sheets and reporting tools.

Responsibilities

• Oversee fulfillment operations (pickers, riders, dispatchers) to meet SLA (on-time delivery, accuracy, quality).
• Standardize and improve dispatching, approvals, and long-distance deliveries; manage exceptions.
• Enforce rider remittance, shift schedules, and SOP adherence.
• Monitor manpower targets for service providers across all areas and stores.
• Coordinate cross-functional workflows between customer support and operations for escalations.
• Develop scalable SOPs and incident protocols; drive accountability and cost efficiency.

Skills

Operations management

Logistics

People management

KPI tracking

Process improvement

Excel / Sheets

Stakeholder management

Data analysis

Education

Bachelor's Degree in Business Administration / Operations / Logistics or related

Tools

Excel

Google Sheets

Job description

Job description

Job Title: Senior Operations and Customer Experience Manager

Location: Makati, Philippines

Job Responsibilities

In this role, the primary responsibilities will include (but are not limited to):

Core Operational Management

• Oversee fulfillment operations (pickers, riders, dispatchers) to ensure SLA compliance (on-time delivery, order accuracy, service quality).
• Standardize and improve processes for dispatching, double/multi-drop approvals, secondary, long-distance deliveries, and exception handling.
• Enforce compliance on rider remittance, shift schedules, and adherence to SOPs.
• Monitor and ensure Manpower targets are achieved for all Service Providers across all operating areas and stores.
• Monitor and ensure Manpower targets at achieved across all operating areas and stores.
• Standardize and improve processes between customer support and Operations regarding escalations that need attention from operations in order to resolve customer issues and concerns efficiently and effectively.

Performance Monitoring

• Track and analyze KPIs (delivery times, fulfillment rate, rider productivity, order accuracy, cancellations, and customer complaints).
• Implement dashboards and reports for daily, weekly, and monthly reviews with management.
• Root cause analysis of operational failures (e.g., delayed orders, rider shortages, stock-outs).

People & Partners Management

• Manage service providers (riders, shoppers)—performance monitoring, SLA enforcement, manpower deployment.
• Oversee manpower planning (store allocation, peak season planning, etc.).
• Process & Policy Development.
• Refine approval processes (double drops/secondary, reschedules, long-distance deliveries, etc.) to cut losses and enforce accountability.
• Create incident management protocols (late delivery, rider misconduct, customer complaints).
• Build scalable SOPs that can be rolled out and improve operations.

Cost & Efficiency

• Control operational costs (allowances (r/s) secondary/double drop pay, long distance, allowance stores).
• Identify process automation opportunities (dispatch, customer notifications, manpower schedule).

Cross-Functional Coordination

• Work with Merchants/Encoders → ensure product availability and service‑level alignment.
• Work with Customer Service → close feedback on customer complaints and service failures.
• Work with Finance → monitor payouts, deductions, and rider compliance on remittances.

Additional tasks may be assigned by the immediate supervisor from time to time.

Qualifications

• Bachelor's Degree in Business Administration, Operations Management, Logistics, Supply Chain, Industrial Engineering, or a related field.
• At least 5 years of experience in Operations, Logistics, E-commerce, Retail, or a related industry, with 2 years in a managerial role.
• Strong experience in fulfillment, dispatch, manpower planning, and service provider management.
• Proven ability to monitor KPIs, drive process improvements, and manage operational performance.
• Excellent leadership, analytical, problem‑solving, and stakeholder management skills.
• Proficient in Microsoft Excel/Google Sheets and reporting tools.

• Willing to report onsite in Makati