Operations & Client Care Manager

Company Overview Brass Monkey Health Pte Ltd is a premium ice bath and cold water immersion company, with a global HQ in the UK and a regional HQ in Singapore, serving a portfolio of high-end hospitality, wellness, and residential clients across the Asia-Pacific region. The company designs, supplies, and installs cold plunge and contrast therapy systems for luxury hotels, resorts, wellness clubs, and private residences. Current key commercial accounts include Como and Morrow (Singapore), Soneva Secret, Bulgari, and Cheval Blanc (Maldives), Ladies Recreation Club and Landmark Mandarin Oriental (Hong Kong), Eir Liv (Sydney), Como Ubud & Four Seasons (Bali), and Longevity Clinics (Bangkok). Role Purpose The Ops Manager owns Brass Monkey's post-sales service experience and internal operational management - from post-installation servicing through to stock, systems and contractor coordination. The role is the internal engine room that keeps every installed bath running well after the sale: coordinating local contractors and engineering teams, managing stock and accessories, and keeping Brass Monkey's job records and standards consistent across every market. Key Responsibilities 1. Pro / Cold Care & Installation Pro / Cold Care is a premium, differentiating product for Brass Monkey — setting us apart from other providers and building the recurring revenue that's key to sustainable growth. ● Coordinate with logistics partners on shipping and last-mile delivery. ● Manage Pro / Cold Care bookings — Brass Monkey's post-installation servicing package — ensuring appointments are scheduled and delivered on time. ● Ensure engineers are booked for each job, coordinating timing with clients and contractors. ● Attend client sites (residential and commercial) as required, ensuring all prerequisites have been completed before baths arrive on site. ● May be required to travel to partner sites overseas to support onboarding. ● Maintain direct communication with local contractor and engineering teams to coordinate servicing and installation work. 2. Stock & Accessories ● Order and deliver accessories to clients as needed. ● Keep track of local stock counts and order more when needed, avoiding shortages across markets. ● Manage ordering for our Singapore and Hong Kong storage locations. 3. Systems, Data & Standards ● Deliver the ‘Cold Standard’ — Brass Monkey's benchmark for consistency and quality across systems, data and installations. ● Ensure all jobs are logged on Zuper, keeping job records complete, accurate and up to date. ● Use WebAdmin and Grafana — our internal bath support monitoring tools — to support clients on simple troubleshooting queries. 4. Finance Support ● Support the Finance HQ team by ensuring invoices are paid on time, both pre-shipping and post-installation. ● Fulfil items on Shopify. 5. Adhoc Singapore is a hub for Brass Monkey Asia, with a small but elite team who facilitate the wider region. The right person will be able to think outside of their standard JD, and support the team in other areas, including potential events and activations. Key Skills & Experience ● Background in a product role, or in tech or engineering — comfortable working with systems, data and structured processes. ● Strong organisational skills, able to manage bookings, stock and job tracking across multiple markets at once. ● Confident coordinating directly with external contractors and engineering teams to keep work on schedule. ● Comfortable using or learning operational platforms (e.g. Zuper, WebAdmin, Grafana) to log jobs and support clients with troubleshooting. ● Process-driven approach, with an eye for maintaining consistent standards across every job logged. ● Willingness to travel to the UK HQ for training, attend client sites, and travel overseas to partner sites to support onboarding as needed. ● A flexible, hands-on attitude — happy to pitch in beyond the standard JD, including supporting events and activations, as part of a small regional hub team. Training New hires will spend 1–2 weeks at Brass Monkey's UK HQ, working across the different teams to learn our products and systems firsthand before taking on the role day to day.