Customer Service Operation Manager

Tribe Digital; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent technology enterprise in Kuala Lumpur is seeking a Malaysia Customer Service & Operations Manager to lead a team for operational excellence. The role involves managing service quality, optimizing processes, and driving continuous improvement strategies. Candidates should have over 5 years of management experience in a relevant industry and demonstrate strong data analysis and stakeholder management skills. Proficiency in English is essential, and knowledge of the electronics sector is preferred.

Qualifications

• 5+ years of management experience leading large teams.
• Strong understanding of electronics manufacturing and operational models.
• Excellent cross-cultural communication and stakeholder management skills.

Responsibilities

• Oversee daily customer service and operations management.
• Build a high-performing frontline organization.
• Act as the key point of contact for major customer issues.

Skills

Leadership

Data analysis

Cross-cultural communication

Education

Bachelor’s degree or above

Job description

Malaysia Customer Service & Operations Manager

Position: Malaysia Customer Service & Operations Manager

Salary Range: Negotiable

About the role:

This role leads the Malaysia subsidiary’s Customer Service + Operations function, managing a team of 40–50 members to deliver strong service quality, operational efficiency, and compliant execution. You will work closely with the local site leader and HQ to build scalable processes, manage escalations, and drive continuous improvement through data.

Key Responsibilities

1. Oversee daily customer service and operations management for the Malaysia entity; execute localized operational strategy aligned with HQ direction.
2. Build a high-performing frontline organization with clear goals, coaching cadence, KPI tracking, and cross-team collaboration mechanisms to improve productivity and service quality.
3. Deeply understand customer needs and market signals; drive initiatives to improve response time, resolution time, on-time delivery coordination, and overall customer satisfaction.
4. Establish and continuously optimize operational processes and management systems (CS workflow, escalation handling, service standards, compliance guidelines, internal controls).
5. Act as the key point of contact for major customer issues and urgent incidents; coordinate resources across Malaysia team, HQ, and local partners to resolve effectively.
6. Monitor and analyze business/operational data; regularly report performance and risks to HQ; identify root causes and drive corrective actions with measurable outcomes.

Qualifications & Skills

Education: Bachelor’s degree or above.

Experience

• 5+ years of management experience; proven ability to lead large teams (experience leading 30+; ideally 40–50).
• Strong understanding of electronics manufacturing / related operational models; exposure to PCB/SMT operations or customer-facing service delivery is preferred.
• Strong data analysis capability; able to identify issues from KPIs and push improvements end-to-end (P&L experience is a plus).
• Excellent cross-cultural communication and stakeholder management skills; able to work effectively with HQ and local partners.
• Results-oriented, structured, and able to perform in a fast-paced environment.

Languages

• English as a working language (good spoken English required).
• Chinese is a plus.

Preferred Qualifications

• Experience managing overseas operations for a China-based company.
• Familiar with PCB/SMT industry and JLC-style service model.
• Experience building a customer success system and/or leading workflow/process optimization.

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