Customer Experience Operations Manager

Open 61d posting dated 6 days ago

About the Role

We 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.

Why Join Us?

Make a measurable impact on customer experience and operational excellence.
Lead a passionate, committed team in a fast-moving business environment.
Grow your career in a company that values innovation, collaboration, and continuous improvement.

Please be notified that only shortlisted candidates will be notified！

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