Head of Employee Relations

Company Description Expedise PH is a tech-driven workforce solutions company focused on transforming how businesses manage and scale their workforce in the Philippines. Guided by a vision to uplift the lives of 1 million Filipino workers, the company combines automation, advanced technology, and a human-centered approach to deliver efficient and sustainable workforce solutions. Its Employee-as-Customer philosophy ensures an excellent worker experience across recruitment, onboarding, payroll, and timekeeping. Expedise PH offers innovative services such as microfinancing, with plans to expand into microinsurance, microhealth, and rewards to promote employee well-being and retention. Complemented by logistics capabilities in warehouse management, freight forwarding, customs brokerage, and trucking, Expedise PH provides end-to-end workforce and supply chain solutions for clients.

Role Description

The Customer Care Head is a full-time, on-site role responsible for driving customer satisfaction, compliance, and operational excellence across all business units. This position leads the Customer Care team in resolving high-level customer concerns, strengthening client relationships, and ensuring service delivery aligns with company standards and business objectives.

The role oversees customer compliance, analyzes operational data to identify trends and opportunities, develops customer-focused strategies, and leads continuous process improvement through automation and innovation. The Customer Care Head also conducts regular business unit visits, partners closely with Operations and Leadership teams, and ensures compliance with contractual, legal, and organizational requirements while fostering a culture of accountability and exceptional customer experience.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Human Resources, or a related field.
• At least four (4) years of leadership experience in Customer Care, Customer Success, Client Services, Employee Relations, Operations, or a related field.
• Proven experience handling high-level customer concerns, escalations, and relationship management.
• Strong background in compliance management, operational performance, and data analytics.
• Experience driving automation, process improvements, and operational excellence initiatives.
• Demonstrated leadership in coaching, mentoring, and developing high-performing teams.
• Excellent communication, stakeholder management, negotiation, and problem-solving skills.
• Strong analytical mindset with the ability to translate data into business decisions.
• Willing to travel for regular business unit and client visits.