Senior Operation and Customer Experience Manager

MetroMart Technologies, Inc.; Philippines; On-site; PHP 180,000 - 280,000; Full time

Job summary

MetroMart Technologies, Inc. in Makati, Philippines, seeks a Senior Operations and Customer Experience Manager to lead fulfillment, dispatch, and service provider management. The role focuses on achieving SLA targets, optimizing processes, and ensuring top-tier customer experience.

You will monitor KPIs, drive improvements, and coordinate cross-functionally with Merchants, Customer Service, and Finance. 5+ years in ops/retail/e-commerce and a managerial track record are essential.

Qualifications

• Bachelor's degree in a related field.
• Minimum 5 years in Operations, Logistics, E-commerce, Retail, or related industry; at least 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.

Responsibilities

• Oversee fulfillment operations to ensure SLA compliance (on-time delivery, accuracy, service quality).
• Standardize and improve dispatching, double/multi-drop approvals, and long-distance deliveries.
• Enforce rider remittance, shift schedules, and SOP adherence.
• Monitor manpower targets across all stores and service providers.
• Collaborate with customer service and operations to resolve issues efficiently.

Skills

Leadership

Analytical thinking

Stakeholder management

Problem solving

Process improvement

Education

Bachelor's Degree in Business Administration, Operations Management, Logistics, Supply Chain, Industrial Engineering, or a related field

Tools

Microsoft Excel/Google Sheets

Reporting tools

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 and ensure product availability and service-level alignment.
• Work with Customer Service and close feedback on customer complaints and service failures.
• Work with Finance and 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