Senior Customer Ops Lead – Multi-Channel Outsourcing

Citadel Pacific Ltd.; Indonesia; On-site; IDR 1,019,367,991 - 1,529,051,987; Full time

Benefits offered by this job

Competitive total rewards package

Discretionary bonuses based on performance

Health and wellness benefits

Job summary

A prominent holding company in Indonesia is looking for a Customer Operations Manager to oversee multi-channel customer contact operations, transitioning from in-house to outsourced services. This role requires managing customer interactions across call, live chat, and email, while ensuring compliance with company policies and enhancing the customer experience. The ideal candidate will have a relevant degree and experience in service management, especially in multi-channel environments. Competitive compensation and benefits are offered.

Qualifications

• 5–8 years' experience in customer operations or service management.
• Experience working with outsourced service providers.
• Familiarity with ISO-aligned operating environments is an advantage.

Responsibilities

• Oversee multi-channel customer contact operations.
• Act as the single point of contact between the organization and the call center.
• Monitor customer feedback and identify improvement opportunities.

Skills

Customer journey management

Stakeholder management

Communication skills

Service-level governance

Education

Bachelor's degree in Business, Management, Marketing, or related field

Job description

A prominent holding company in Indonesia is looking for a Customer Operations Manager to oversee multi-channel customer contact operations, transitioning from in-house to outsourced services. This role requires managing customer interactions across call, live chat, and email, while ensuring compliance with company policies and enhancing the customer experience. The ideal candidate will have a relevant degree and experience in service management, especially in multi-channel environments. Competitive compensation and benefits are offered.