Customer Experience Manager | Makati  

MedGrocer's digitally-enabled medicine programs, telehealth services, and corporate clinic medical staff work with hundreds of employers and pharma companies to improve the physical and mental health of over one million Filipinos every year.

The Customer Experience Manager is a strategic leader responsible for guiding the Customer Experience team and shaping the patient journey. You will drive initiatives, mentor a dedicated team, and implement processes that define MedGrocer's standard for exceptional patient care.

Why Join MedGrocer?

As a leader at MedGrocer, you will have the autonomy to design and implement strategic initiatives that shape our patient journey and develop a high-performing team. By mentoring a group of specialists and collaborating with other leaders, you will directly drive our mission to improve the health of millions of Filipinos. This role offers a significant opportunity to make a tangible impact and advance your career in a mission-driven health-tech company.

Key Responsibilities

• Lead, mentor, and manage the performance of the Customer Experience team, fostering a culture of excellence and professional growth.
• Design, implement, and scale strategic initiatives to improve patient satisfaction, health outcomes, and operational efficiency.
• Analyze customer interaction data and performance metrics to identify trends, report insights to leadership, and drive data-informed improvements.
• Serve as the primary escalation point for complex patient issues and collaborate with cross-functional teams to develop and refine products and services.

Perks and Benefits

• Comprehensive Health Coverage: HMO benefits to ensure your health and peace of mind.
• Medicine Subsidies: Quarterly medicine vouchers for use on our website.
• Paid Time Off: Paid leaves to rest, recharge, and attend to personal priorities.
• Performance Incentives: Recognition through promotion opportunities and performance-based bonuses.
• Growth and Impact: A clear path for professional development and the opportunity to make a tangible impact on patient health.

• Bachelor's degree in any field.
• A minimum of 2 years of experience leading or managing a team in a customer service, operations, or related environment.
• Demonstrated experience in developing and implementing process improvements and strategic initiatives.
• Excellent leadership, analytical, and problem-solving skills.
• Experience in the healthcare industry is an advantage but not required.
• Must be willing to work onsite in Makati City.