Customer Experience Operations Manager

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！