Senior Operations & CX Lead - Makati Onsite

Metromart; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Metromart in Makati, Philippines is seeking a Senior Operations and Customer Experience Manager to oversee fulfillment, dispatch, and service quality across the network. You will lead a team of riders, pickers, and dispatchers to ensure on-time delivery and high customer satisfaction.

Responsibilities include standardizing dispatch processes, enforcing SOPs, monitoring KPIs, and driving efficiency with cross-functional teams.

Qualifications

• Bachelor’s degree in business, operations, logistics, supply chain, industrial engineering, or related field.
• 5+ years of experience in Operations, Logistics, E-commerce, Retail or related industry, with 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 (pickers, riders, dispatchers) to ensure SLA compliance (on-time delivery, order accuracy, service quality).
• Standardize and improve dispatching processes, double/multi-drop approvals, long-distance deliveries, and exception handling.
• Enforce compliance on rider remittance, shift schedules, and SOP adherence.
• Monitor manpower targets for all service providers across locations and stores.
• Standardize and improve handoffs between customer support and Operations for escalations.

Skills

Leadership

KPI monitoring

Process improvement

Stakeholder management

Analytical thinking

Education

Bachelor's Degree in Business Administration / Operations Management / Logistics / Supply Chain / Industrial Engineering

Tools

Microsoft Excel / Google Sheets

Reporting tools

Job description

Metromart in Makati, Philippines is seeking a Senior Operations and Customer Experience Manager to oversee fulfillment, dispatch, and service quality across the network. You will lead a team of riders, pickers, and dispatchers to ensure on-time delivery and high customer satisfaction.

Responsibilities include standardizing dispatch processes, enforcing SOPs, monitoring KPIs, and driving efficiency with cross-functional teams.