---
title: 'IT Manager, Customer Care at HelloFresh'
canonical: 'https://feeny.ai/job/it-manager-customer-care-hellofresh-manila-y5p1j01djehq'
type: 'job'
last_seen: '2026-09-09'
---

# IT Manager, Customer Care at HelloFresh

- **Company:** HelloFresh
- **Location:** Manila, Philippines
- **Posted:** 2026-09-08
- **Last confirmed live:** 2026-09-09
- **Apply:** https://careers.hellofresh.com/global/en/job/8185717?gh_jid=8185717

## Job description

## The Role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility in managing, securing, and optimizing Customer Care technologies such as Genesys Cloud CX and Twilio, owning technical issues and changes end-to-end, providing technical leadership, leveraging AI and automation, and ensuring strong security, governance, and operational reliability, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

## What you’ll do

- Customer Care Technology Enablement: Engineer, administer, and optimize Customer Care technologies that enable customer service and revenue-supporting operations. Manage telephony, including voice, callbacks, and outbound dialers, alongside messaging, SMS, social media, email, chatbots, and external platform integrations. Manage routing, IVRs, phone numbers, operational configurations, platform health, releases, and vendor coordination across Genesys Cloud CX, Twilio, Mindful Feedback, and other platforms and services.
- Technical Leadership: Provide technical direction across Customer Care IT and lead assigned projects and initiatives through solution design, technical decision-making, stakeholder coordination, dependency management, testing, implementation, operational handover, and resolution of complex or high-impact technical issues.
- Ticket and Incident Management: Own technical requests and incidents through resolution, including investigation, root cause analysis, escalation, corrective actions, and SLA tracking. Ensure requests received outside standard channels are logged.
- User and Access Management: Manage onboarding, offboarding, licences, roles, queues, MFA, access reviews, and bulk user changes following approved access controls and least-privilege principles.
- Security and Compliance: Apply security, privacy, access, data handling, credential management, and change controls across Customer Care technologies. Identify and escalate security risks, vulnerabilities, or control gaps through established processes.
- Automation: Identify and automate repetitive or inefficient processes. Build, test, document, maintain, and improve approved automations.
- AI Adoption: Use approved AI capabilities to improve daily tasks, including investigation, analysis, documentation, knowledge retrieval, ticket handling, and other operational activities.
- AI and Automation Administration: Administer approved AI and automation capabilities, including configuration, access, integrations, monitoring, and governance controls.
- Reporting and Audit: Develop and maintain reports and dashboards, fulfil data requests, and provide audit evidence.
- Operational Readiness: Enable seasonal ramps, new-hire cohorts, peak periods, and platform changes within a 24/7 Customer Care operating environment.
- Knowledge and Collaboration: Maintain technical documentation, educate and enable Customer Care and partner sites, and collaborate with stakeholders, internal teams, vendors, and security teams.

## What you’ll bring

- English Fluency: Excellent written and spoken English communication skills for working effectively across cultures, global teams, and business environments.
- Technical Leadership: Provide technical direction, make informed technical decisions, coordinate stakeholders, and lead complex initiatives and issues through resolution.
- Technical Problem Solving: Independently investigate and resolve complex issues across applications, networks, access, APIs, integrations, and cloud systems, coordinating escalation when required.
- Stakeholder Management: Communicate technical decisions, risks, dependencies, and priorities effectively with stakeholders, vendors, technical teams, and senior leadership.
- Security Practices: Apply security, privacy, least-privilege access, credential handling, and data protection principles to daily technical activities.
- Continuous Improvement: Drive and prioritize improvements across technologies, processes, workflows, and operational practices.
- AI and Automation: Apply AI and automation to improve technical and operational work while validating outputs and following security and governance controls.
- Experience: 5+ years of total IT experience across Technical Operations, Systems Administration, Application Management, IT Engineering, or comparable technical roles.
- Customer Care Technology: Experience engineering or administering Customer Care technologies, including CCaaS and SaaS platforms, identity and access management, and authentication. Genesys Cloud CX experience is preferred. Candidates without Genesys experience must be willing to learn the platform and pursue relevant certifications.
- Integrations, Tools, and Automation: Experience with APIs, webhooks, integrations, scripting, workflow automation, AI, low-code platforms, and Jira, Confluence, or equivalent ticketing and knowledge management tools.

## What we offer

- Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
- Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
- Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
- Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
- Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

#helloconnect #LI-Remote

#hcgreenhouse

## About HelloFresh

## Company Overview
- **One-liner**: HelloFresh is a global meal-kit and food solutions company that delivers pre-portioned ingredients and recipes directly to consumers, aiming to revolutionize the way people eat by making home cooking accessible, convenient, and sustainable.
- **Entity Type**: Public (Ticker: HFG on the Frankfurt Stock Exchange)
- **Headquarters**: Berlin, Germany
- **Founded**: 2011
- **Founders**: Dominik Richter, Thomas Griesel, Jessica Nilsson

## Core Business
- **Primary Industry**: Meal Kit Delivery / Integrated Food Solutions
- **Target Customers**: B2C – primarily busy households, couples, and individuals looking for convenient, high-quality meal options. Also serves the ready-to-eat and pet food markets.
- **Mission Statement**: "Democratizing access to high-quality food" by allowing everyone to enjoy a varied, tasty diet while helping consumers save money and reduce food waste.

## Products & Services
- **HelloFresh (Core Meal Kits)**: The flagship subscription service offering pre-portioned ingredients and step-by-step recipes for a wide variety of meals. Type: Subscription-based physical goods.
- **Factor_**: A ready-to-eat, chef-prepared meal delivery service (operates in the US, Canada, and Australia). Type: Subscription-based physical goods.
- **Youfoodz**: A ready-to-eat meal brand in Australia. Type: Subscription-based physical goods.
- **EveryPlate**: A budget-friendly meal kit brand in the US and Australia. Type: Subscription-based physical goods.
- **Chefs Plate**: A meal kit brand in Canada. Type: Subscription-based physical goods.
- **Green Chef**: An organic-focused meal kit brand in the US. Type: Subscription-based physical goods.
- **The Pet Food Brands**: Premium pet food delivery services (e.g., The Pets Table in the US). Type: Subscription-based physical goods.

## Market Standing
- **Valuation/Market Cap**: As a public company, market cap fluctuates. As of mid-2025, it is approximately €1.5-2.0 billion (based on public trading data).
- **Key Metric (Annual Revenue)**: €6.76 billion in net revenue in FY 2025.
- **Key Metric (Meals Delivered)**: ~850 million meals delivered in 2025.
- **Key Metric (Employees)**: +29,000 employees globally.
- **Notable Investors/Partners**: The company is publicly traded. Key institutional investors include major European and US asset managers. Strategic partnerships exist with various food suppliers and logistics providers.
- **Growth Signals**: The ready-to-eat segment (Factor, Youfoodz) is a major growth driver, now making up a quarter of total revenue. The company is expanding its ready-to-eat offerings into European markets, building on success in North America and Australia. The company operates in 17 countries with 8 different brands.

## Competitive Advantages
- **Scale & Data**: With over 18,000 recipes in its database and billions of meals delivered, HelloFresh has an immense dataset on consumer preferences, supply chain optimization, and recipe development, creating a significant moat in logistics and personalization.
- **Vertical Integration**: The direct-to-consumer model gives full control over the supply chain, from sourcing to delivery, enabling efficient operations, competitive pricing, and rapid response to customer needs.
- **Multi-Brand Strategy**: By operating a portfolio of brands (from budget-friendly EveryPlate to premium Factor), HelloFresh captures a wide range of customer segments and price points, reducing reliance on a single offering.
- **Global Footprint**: Presence in 16+ geographies provides diversification and allows for the cross-pollination of best practices and technologies across markets.

## Strategic Focus
- **Accelerating Ready-to-Eat**: The company is aggressively growing its ready-to-eat segment (Factor, Youfoodz) and expanding it into new European markets, seeing it as a high-growth, higher-margin opportunity.
- **Sustainability & Efficiency**: Continuous focus on reducing food waste, optimizing packaging, and improving supply chain sustainability. The company highlights its role in reducing household food waste compared to traditional grocery shopping.
- **Technology & Personalization**: Investing in data science and machine learning to improve menu personalization, demand forecasting, and operational efficiency.
- **International Expansion**: Leveraging success in core markets (US, Germany, Australia) to expand into adjacent geographies and product categories.

## Why Work Here
- **Culture**: Described as a "global tech company" with a "local start-up vibe." The company emphasizes a data-driven, entrepreneurial, and ownership-oriented culture. Core values include Ownership, Inclusivity, and Innovation.
- **Diversity & Inclusion**: HelloFresh has over 10 employee resource groups (ERGs) and is committed to fostering a sense of belonging. The careers page states, "Everyone is welcome at our table."
- **Work Environment**: The company operates in 17 countries with multiple offices and distribution centers. Roles range from warehouse operations and logistics to software engineering, marketing, and data science.
- **Perks**: The company offers competitive pay and benefits, though specifics vary by location. The culture is described as collaborative, with a focus on "achieving something delicious, every day."
- **Growth Trajectory**: As a rapidly growing public company with a strong focus on innovation and expansion, employees have opportunities to work on high-impact projects and grow their careers across different brands and geographies.

## Sources
1. [hellofreshgroup.com](https://hellofreshgroup.com/en/)
2. [careers.hellofresh.com](https://careers.hellofresh.com/global/en/)
3. [hellofresh.com](https://www.hellofresh.com/about/working-at-hellofresh)
4. [careers.hellofresh.com/leadership](https://careers.hellofresh.com/global/en/leadership-at-hellofresh)
5. [careers.hellofresh.com/locations](https://careers.hellofresh.com/global/en/locations)

## Other roles at HelloFresh

- [FSQA Technician](https://feeny.ai/job/fsqa-technician-hellofresh-abbotsford-british-columbia-ej130bed6nj7) — Abbotsford British Columbia, Canada
- [Asset Protection Specialist](https://feeny.ai/job/asset-protection-specialist-hellofresh-newark-nj-kes2b8fttv7g) — Newark NJ, United States
- [Warehouse Lead](https://feeny.ai/job/warehouse-lead-hellofresh-aurora-il-3n4zav90se1d) — Aurora IL, United States
- [Quality Lead](https://feeny.ai/job/quality-lead-hellofresh-aurora-il-65wdz4d201ds) — Aurora IL, United States
- [Kitchen Lead](https://feeny.ai/job/kitchen-lead-hellofresh-aurora-il-ethz7y34170m) — Aurora IL, United States
- [Senior Director, Health & Safety Operations Europe](https://feeny.ai/job/senior-director-health-safety-operations-europe-hellofresh-amsterdam-north-e4qw8djnhz08) — Amsterdam North Holland, Netherlands / Berlin, Germany / United Kingdom / Warszawa Masovian Voivodeship, Poland
- [Kitchen Area Manager (All genders)](https://feeny.ai/job/kitchen-area-manager-all-genders-hellofresh-verden-niedersachsen-zxggmf20m05p) — Verden Niedersachsen, Germany
- [Supply Chain Planner (f/m/x)](https://feeny.ai/job/supply-chain-planner-f-m-x-hellofresh-paris-7dc05aybd7m0) — Paris, France
- [Cash Accounting Allocation Specialist](https://feeny.ai/job/cash-accounting-allocation-specialist-hellofresh-manila-0gcz383fdpng) — Manila, Philippines
- [Accounts Payable Specialist](https://feeny.ai/job/accounts-payable-specialist-hellofresh-manila-c3h31r7qage7) — Manila, Philippines