Senior 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 Senior 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?

You will have the autonomy to spearhead high-impact organizational transformations and drive the long-term roadmap for patient engagement while overseeing the professional evolution of your management team. By architecting seamless service delivery models and resolving high-stakes operational challenges, you directly elevate the quality of care for patients across our integrated health platforms.

Key Responsibilities

• Architect and scale the long-term customer experience strategy to ensure consistent service excellence across all telehealth and pharmacy touchpoints.
• Lead and develop a multi-tiered team of supervisors and specialists, driving high performance through advanced coaching and organizational design.
• Leverage advanced data analytics and predictive modeling to identify systemic patient pain points and present actionable strategic insights to executive stakeholders.
• Oversee the resolution of high-criticality escalations and partner with Product and Engineering teams to automate and optimize the patient journey.

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.
• 3-5 years of leadership experience in customer experience, service operations, or patient relations, with a proven track record of managing managers.
• Extensive experience in strategic planning, department-level budgeting, and scaling operations in a fast-paced environment.
• Expert-level analytical skills with the ability to translate complex data sets into high-level business strategies.
• Must be willing to work onsite in Makati City.