Assistant Operations Manager, CX

Castlery; Johor Bahru; On-site; MYR 120,000 - 180,000; Full time

Job summary

Castlery is seeking an Assistant CX Operations Manager to lead the Customer Experience function from our Johor Bahru head office. You will manage a sizeable frontline team, align CX initiatives with Retail, Logistics, Tech and Finance, and ensure smooth day-to-day operations while driving improvements and accountability.

The role requires a data-driven mindset, strong people leadership, and comfort with rotational night shifts.

Qualifications

• 3+ years leading teams in contact centre or operations.
• Experience managing a busy ticket queue and backlogs.
• Strong people management with clear direction and accountability.
• Ability to align cross-functional stakeholders (Retail, Logistics, Tech, Finance).
• Comfort with rotational night shifts and onsite JB office.

Responsibilities

• Lead 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 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.
• 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

Data-driven

Shift work

Organized under pressure

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’s as intentional as our design philosophy.

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