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Open nowPosted 15 days ago

Customer Experience Operations Manager

MyCareersFuture94,028 open roles

Pay
SGD 4,000 – SGD 6,000 a month
Where
Singapore
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Your applicationOpen nowCustomer Experience Operations ManagerMyCareersFuture · Singapore

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 15 days ago

The posting

About the Role

Our client are looking for a dynamic and results-driven Customer Experience Operations Manager to lead our front-line service operations. In this role, you will be responsible for transforming the customer journey—from inquiry to fulfillment—by championing process efficiency, team performance, and cross-functional collaboration. This position is ideal for a leader who thrives in fast-paced environments and has a strong operational mindset paired with customer-centric thinking.

Your Key Responsibilities

Team Leadership & Development

  • Inspire, coach, and lead a team of customer service professionals, cultivating a high-performance, accountable, and service-focused culture.
  • Define KPIs and success metrics to drive individual and team performance.
  • Conduct regular training, feedback sessions, and career development initiatives.

Customer Operations & Fulfillment

  • Own the end-to-end service delivery process—including order processing, delivery coordination, and issue resolution.
  • Ensure a frictionless customer experience by proactively managing order timelines, service levels, and communications.
  • Act as the primary escalation point for critical customer matters, ensuring swift and satisfactory resolutions.

Operational Excellence & Planning

  • Work closely with supply chain and procurement teams to ensure forecast accuracy and product availability.
  • Oversee demand planning processes to support operational efficiency and avoid service disruptions.
  • Monitor key performance indicators (KPIs), analyze service gaps, and propose data-driven improvements.

Stakeholder Collaboration

  • Partner with Sales, Warehouse, and Logistics to ensure order accuracy, fulfillment speed, and customer satisfaction.
  • Support business growth by strengthening customer retention and identifying opportunities for account expansion.

Continuous Improvement

  • Lead initiatives that streamline operations, reduce manual effort, and enhance overall customer experience.
  • Recommend improvements to systems, SOPs, and tools that enable scalability and responsiveness.

Who You Are

  • Education: Degree in Business, Supply Chain, Operations, or a related discipline. Diploma holders with strong leadership experience are welcome.
  • Experience: 5+ years in customer operations, order fulfillment, or sales support, with at least 2 years in a leadership capacity.
  • Leadership: Proven ability to manage, motivate, and develop a service team in a performance-driven environment.
  • Customer-Focused: Strong empathy, communication, and relationship management skills—able to balance service with business needs.
  • Analytical & Process-Oriented: Comfortable with data, reporting, and workflow optimization.
  • Tech-Savvy: Proficient in Microsoft Office (especially Excel), ERP systems, and CRM/order management tools.
  • Driven & Agile: Thrives in dynamic settings, embraces challenges, and leads change with confidence.

Please note that only shortlisted candidates will be notified！

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