Senior Ops & CX Leader — Onsite Makati

MetroMart - #1 Online Grocery Delivery Service

Makati

On-site

PHP 1,674,000 - 2,566,800

Full time

14 days+

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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.