District Operation Lead - W.Com (Metro Manila)

WalterMart.com is the online grocery shopping and delivery platform for WalterMart Supermarket.

The WM.Com Operations Lead is responsible for ensuring efficient execution of day-to-day delivery operations across the assigned district stores. (Metro Manila)

The role focuses on delivering excellent customer experience by achieving operational excellence, driving sales, and compliance with standard operating procedures (SOPs) of WM.Com Operations.

Key Responsibilities

· Oversee and manage the daily end-to-end operations of WM.Com across the assigned district stores.

· Ensure 100% on-time delivery and 100% Fill Rate through efficient order processing and coordination.

· Drive customer satisfaction by maintaining a 90%+ NPS score through proactive issue resolution and quality service.

· Build sales by identifying opportunities in the assigned area, service levels and operational efficiency.

· Ensure compliance with SOPs, policies, and operational standards across all delivery operations processes.

· Provide leadership, training, and guidance to in-store teams to optimize performance and productivity.

· Collaborate closely with in-store operations (store heads & officer), customer service teams, and last-mile delivery teams to ensure smooth order flow and timely issue resolution.

· Monitor, analyze, and report key operational metrics, recommending action plans for continuous improvement.

· Manage escalations related to customer service, delivery, and product availability, ensuring quick resolution.

· Support the rollout of new initiatives, technologies, and process improvements aimed at strengthening delivery operations.