Assistant Operations Manager, CX

Castlery; Johor; On-site; MYR 89,000 - 134,000; Full time

Job summary

Castlery in Malaysia seeks an Assistant CX Operations Manager to lead the Customer Experience team and align frontline operations with senior management. You will oversee 50-80 agents and team leads, driving CX initiatives, tracking delivery, and removing blockers to ensure high-quality service.

The role requires strong people management, a data-driven approach, and the ability to coordinate across Retail, Logistics, Tech, and Finance.

Qualifications

• Minimum 3 years of experience managing teams in a contact centre or operations.
• A data-driven mindset with ability to translate CX priorities into action plans.
• Strong people management with accountability and clear direction.
• Ability to align cross-functional teams (Retail, Logistics, Tech, Finance).
• Willingness to work night shifts and be onsite in JB.

Responsibilities

• Manage a team of 50-80 agents and team leads on a day-to-day basis.
• Drive cross-functional execution of CX initiatives by aligning stakeholders, timelines, and dependencies.
• Coordinate within CX (TLs, SMEs, QA, Training) to ensure initiatives are feasible, adopted, and sustained.
• Translate CX priorities into action plans, tracking delivery and removing blockers.
• Surface market insights and act as the link between frontline reality and cross-functional enablers (Retail, Logistics, Tech, Finance).
• Link policy, workflow, and compliance gaps to business impact and drives fixes, tool improvements, and audit readiness.
• Own market relationships, global KPIs, sensitive escalations, and prioritization of CX initiatives.
• Set CX communication and quality standards, owns customer insight/performance reporting, and builds team expertise and engagement.

Skills

People management

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Operations management

Shift flexibility

Relocation willingness

Job description

We're rethinking homes for how people really live, and we're looking for an Assistant CX Operations Manager to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time.

You'll be the main point of contact between the frontline team and senior management - keeping daily operations tight so the bigger picture work can move forward.

What you'll be doing:

• Manage a team of 50-80 agents and team leads on a day-to-day basis
• Drive cross-functional execution of CX initiatives by aligning stakeholders, timelines, and dependencies
• Coordinate within CX (TLs, SMEs, QA, Training) to ensure initiatives are feasible, adopted, and sustained
• Translate CX priorities into action plans, tracking delivery and removing blockers
• Surface market insights and act as the link between frontline reality and cross-functional enablers (Retail, Logistics, Tech, Finance)
• Link policy, workflow, and compliance gaps to business impact and drives fixes, tool improvements, and audit readiness
• Own market relationships, global KPIs, sensitive escalations, and prioritization of CX initiatives
• Set CX communication and quality standards, owns customer insight/performance reporting, and builds team expertise and engagement

What You'll Need To Succeed

• At least 3 years of experience managing teams in a contact centre or operations environment
• Comfortable owning a busy ticket queue and keeping backlogs under control
• Strong people manager. You follow through, give clear direction, and hold the team accountable
• Organized and steady under pressure
• Strong stakeholder management - able to align with cross functional teams (Retail, Logistics, Tech, and Finance etc)
• A data-driven mindset - using customer and operational insights to shape priorities and drive improvements
• Ability to build trust and capability within teams, driving engagement and adoption of change
• Open to shift work, including night shifts
• Based in or willing to relocate to our JB office. Singapore-based candidates are welcome to apply - you'll be expected to be onsite at our JB office at least 3 days a week

Position Details

• Job Location: Hab GRID, GRID Sunway, Jalan Medini Selatan 3, Sunway Iskandar, Johor Bahru
• Job Arrangement: Onsite
• Working Hours: Rotational Shift (including night shifts)

Built For Real Life, Designed For What's Next

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life - durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that is as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.