Position title: Customer Operations Lead – Domestic & Export Orders
Work setup: Onsite – 100% RTO
Location: BGC Taguig
Shift schedule: Shifting based on client needs – amenability for night shift
Position Summary
The Customer Operations Lead – Domestic & Export Orders is responsible for leading the domestic and export order management team supporting order processing activities in Manila.
The role oversees timely and accurate order processing, strong stakeholder and customer support, and effective operational control across both domestic and export activities within a distinct system and process environment.
The role ensures service delivery is reliable, issues are managed effectively, and team performance is maintained across the combined scope.
Position Responsibilities
Operational Delivery
- Lead day-to-day domestic and export order management activities for a client product, ensuring orders are processed accurately and within agreed timelines.
- Oversee workload allocation, service performance, issue resolution, and processing quality across the team.
- Monitor backlogs, exceptions, and service risks, ensuring timely action and escalation where required.
- Maintain strong delivery discipline and operational continuity across both domestic and export order processes.
Stakeholder, Customer & Service Experience
- Ensure the team provides a high level of service to internal stakeholders and customers.
- Build strong working relationships with Sales, Customer Excellence, Warehousing, Export Documentation, and other relevant teams.
- Support resolution of escalations, service issues, and complex domestic or export order-related queries.
- Reinforce clear, responsive, and professional communication across the team.
Governance, Controls & Team Leadership
- Ensure adherence to standard operating procedures, escalation paths, and process controls across the combined scope.
- Contribute to the review and update of standard operating procedures by identifying gaps, suggesting changes, and helping validate that documented processes reflect current ways of working.
- Lead, coach, and develop the Domestic & Export Order Management Specialists under your supervision.
- Set clear expectations for service quality, issue management, and stakeholder support.
- Maintain clear visibility of team performance, recurring issues, and process risks.
Continuous Improvement & Customer Experience
- Identify and implement improvements that strengthen service quality, order accuracy, and stakeholder experience.
- Use issue trends and operational data to simplify workflows and reduce rework.
- Support disciplined and scalable ways of working across the combined domestic and export process.
- Partner with stakeholders to improve process clarity, handoffs, and customer-facing outcomes.
Performance Measures
- Order Processing: Orders are processed accurately and within agreed timelines across both domestic and export scope.
- Service Experience: Stakeholders and customers receive responsive and effective support.
- Governance & Escalation: Operational issues are identified, managed, and escalated effectively.
- Team Leadership: Strong capability and accountability across direct reports.
- Continuous Improvement: Measurable improvements in service quality, process efficiency, or order accuracy.
Required Skills, Qualifications, and Experience
Qualifications
- Bachelor's degree, diploma, or equivalent relevant experience preferred.
- Relevant training in customer operations, order management, or business operations desirable.
Experience
- 6+ years experience in domestic and/or export order management, customer operations, or related service-driven operational roles.
- Experience leading or supervising operational work in a team environment.
- Experience partnering with Sales, Warehousing, Customer Excellence, Export Documentation or similar stakeholders preferred.
- Experience in shared services, GBS, or delivery centre environments desirable.
Technical / Functional Skills
- Good understanding of domestic and export order management processes.
- Ability to monitor service performance and resolve operational issues.
- Good understanding of controls, escalation paths, and process discipline.
- Working knowledge of ERP or order processing systems.
- Strong reporting and issue tracking capability.
Leadership & Behavioural Skills
- Clear, concise, and credible communication.
- Strong ownership and accountability.
- Strong service mindset and stakeholder responsiveness.
- People leadership and coaching capability.
- Strong problem-solving and issue resolution capability.
- Ability to simplify complexity into clear actions.
- Continuous improvement mindset.
- Collaborative and practical leadership approach.
Other
- Eligibility to work in the Philippines.
We value Diversity, Equity, and Belongingness. Infosys values diversity and belongingness and is committed to the principles of being an equal employment employer. Therefore, Infosys complies with all applicable laws prohibiting discrimination or harassment against any applicant or employee. This prohibition includes without limitation discrimination or harassment based on age, race, color, gender, national origin, religion, creed, disability, covered veteran status, genetic information, sexual orientation, gender identity, pregnancy, childbirth or related medical conditions, marital status, citizenship status, ancestry, and any other personal characteristic protected by applicable law. This also applies to all personnel actions, including but not limited to recruitment, hiring, placement, promotion, transfer, separation, compensation, benefits, training, and education.
#Infosys #InfosysBPM #KaInfoscion #GreatPlaceToWork #INFYBPMPhilippines #JoinINFYBPMPhilippines #LifeAtINFYBPMPhilippines
