Customer Experience Operations Manager

As the Customer Experience Operations Manager , you will play a key role in managing and optimizing our online customer experience operations. Reporting to the Senior Customer Experience Operations Manager, you will oversee daily operations, ensuring a high standard of service, and contribute to scaling our operations as we expand. We are looking for a leader who has experience in managing high-performing teams and is focused on driving operational excellence. As the Customer Experience Operations Manager, your key responsibilities include:

• Customer-Centric Leadership: Manage and motivate customer experience teams under your care, fostering a culture of customer obsession. Work closely with the Senior Manager to implement strategies that deliver exceptional service quality.
• Operational Excellence: Oversee daily operations to ensure service levels, productivity, and customer satisfaction are consistently achieved. Address any operational challenges promptly.
• Performance Optimization: Utilize data-driven approaches to improve processes, reduce response times, and enhance overall service standards.
• Training & Development: Support the design and delivery of training programs to ensure team members maintain consistent, high-quality service. Facilitate ongoing development to meet evolving business needs.
• Capacity Planning: Assist the Senior Manager in mid- to long-term planning for capacity and resource management. Ensure your teams are adequately staffed to meet customer demands.
• Cross-Functional Collaboration: Partner with the Senior Manager and other departments such as Product, Marketing, and Logistics to address customer pain points and support continuous improvement initiatives.

• Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets.
• Demonstrated leadership skills with a track record of driving team performance and customer-centric initiatives.
• Solid understanding of customer service metrics, call centre technology, and operational KPIs.
• Passionate about customer experience and driven to make a meaningful impact on service delivery.
• Experience with both BPO and in-house operations is a plus. Data-driven mindset with a focus on process improvement and performance optimization.

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