Senior Operations & Customer Experience Leader

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

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.