Customer Experience Operations Lead

Yellowwood Properties Sdn. Bhd.; Malaysia; On-site; MYR 90,000 - 130,000; Full time

Job summary

Vantage Data Centers in Malaysia is seeking a Commercial Operations Specialist to support the Customer Experience team. You will drive inter-departmental collaboration, design scalable processes, and manage a busy ticket and reporting workflow to boost customer satisfaction.

You will lead administrative operations, coordinate with TAMs and other teams, and help prepare MBRs and QBRs while building robust documentation and STAR processes for continuous improvement.

Qualifications

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field; 5–7 years of relevant experience.
• Experience in Data Center Operations, Project Management, Customer Support, or Sales.
• Experience in Data Center Industry or Critical Operations preferred.
• Experience with contract management and administration preferred.
• Proficiency in Microsoft Office Suite, including Excel, Word, PowerPoint, Project, and Visio.

Responsibilities

• Serve as the senior-most administrative support for the Customer Experience (CE) team.
• Design and implement scalable processes and procedures for customer support and administrative operations.
• Collaborate with Technical Account Managers (TAMs) to develop reports on operational performance, SLA compliance, and financial metrics.
• Prepare and deliver Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs) with the S&T team.
• Develop a strategic understanding of customers and cultivate key relationships.
• Coordinate customer notifications and portal requests to ensure timely responses.
• Oversee the CE ticket queue and portal dashboard requests.
• Lead cross-functional collaboration with Real Estate and Billing teams.

Skills

Administrative support

Process improvement

Operational reporting

Customer relationship management

Cross-functional collaboration

Documentation

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Excel

Word

PowerPoint

Project

Visio

Job description

Vantage Data Centers in Malaysia is seeking a Commercial Operations Specialist to support the Customer Experience team. You will drive inter-departmental collaboration, design scalable processes, and manage a busy ticket and reporting workflow to boost customer satisfaction.

You will lead administrative operations, coordinate with TAMs and other teams, and help prepare MBRs and QBRs while building robust documentation and STAR processes for continuous improvement.