Customer Service & Operations Manager

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

Job summary

A global PCB manufacturing company is seeking a Malaysia Customer Service & Operations Manager to lead their team and ensure high service quality. The role involves overseeing day-to-day operations, managing a team of 40–100 staff, and driving improvements based on data analysis. Candidates should have a Bachelor's degree, with at least 5 years of management experience, a strong understanding of manufacturing, and effective communication skills in English. This position offers competitive remuneration and the opportunity to develop scalable processes in a dynamic environment.

Qualifications

• Minimum 5 years of management experience with proven ability in large team leadership.
• Solid understanding of electronics manufacturing or related operational models.
• Experience in PCB / SMT operations or customer-facing service delivery is preferred.

Responsibilities

• Oversee day-to-day customer service and operations for the Malaysia entity.
• Lead and develop a frontline team of 40–100 members.
• Analyze customer needs and improve customer satisfaction.

Skills

Management experience leading large teams

Cross-cultural communication

Data analysis capability

Stakeholder management

Results-oriented approach

Education

Bachelor's degree or above

Job description

Malaysia Customer Service & Operations Manager

Company: JLCPCB (JLC Technology Group)
Location: Sunway Velocity TWO (Next to Sunway Velocity Mall)
Salary Range: RM 10,000 - RM 20,000 (Depends on working experience)

Company Overview

JLCPCB is a global provider of PCB manufacturing and turnkey PCB assembly (SMT) services, supported by comprehensive electronic component sourcing capabilities to help customers shorten lead times and simplify production.

JLC Technology Group (嘉立创集团), established in 2006, is a one‑stop infrastructure service provider for the electronics and broader manufacturing industry, serving customers worldwide.

Company website: https://www.jlcpcb.com/

Role Overview

The Malaysia Customer Service & Operations Manager leads the Customer Service and Operations function for JLCPCB’s Malaysia entity. This role is responsible for managing a team of approximately 40–100 staff, ensuring high service quality, operational efficiency, and compliance with group standards.

You will work closely with the Malaysia site leadership and China HQ to build scalable processes, manage escalations, and drive continuous improvement through data‑driven decision‑making.

Key Responsibilities

1. Customer Service & Operations Management (Malaysia)

• Oversee day‑to‑day customer service and operations for the Malaysia entity
• Execute localized operational strategies aligned with HQ direction

2. People Leadership & Performance Management

• Lead and develop a frontline team of 40–100 members
• Establish clear goals, KPIs, coaching cadence, and performance tracking
• Drive cross‑team collaboration to improve productivity and service quality

3. Customer Experience & Service Efficiency Improvement

• Analyze customer needs and market feedback
• Improve response time, issue resolution time, delivery coordination, and overall customer satisfaction

4. Process, SOP & Compliance System Development

• Build and continuously optimize operational processes and management systems
• Establish SOPs covering CS workflows, escalation handling, service standards, and compliance controls

5. Stakeholder Management & Escalation Handling

• Act as the key escalation point for major customer issues and urgent incidents
• Coordinate resources across Malaysia teams, HQ, and local partners to resolve issues effectively

6. Data‑driven Operations & Reporting

• Monitor and analyze operational and business performance data
• Prepare regular reports on performance, risks, and improvement initiatives for HQ
• Identify root causes and implement corrective actions with measurable results

Qualifications & Skills

Education

• Bachelor’s degree or above

Experience

• Minimum 5 years of management experience, with proven ability to lead large teams (experience managing 30+ team members; ideally 40–100)
• Solid understanding of electronics manufacturing or related operational models
• Exposure to PCB / SMT operations or customer‑facing service delivery is preferred
• Strong data analysis capability; able to drive improvement initiatives based on KPIs
• P&L management experience is an advantage
• Strong cross‑cultural communication and stakeholder management skills
• Results‑oriented, structured, and able to perform in a fast‑paced environment

Language

• English as a working language
• Chinese and Malay preferred
• Additional language proficiency is an advantage

Preferred Qualifications

• Experience managing overseas operations for a China‑based company
• Familiarity with the PCB / SMT industry and JLC‑style service model
• Experience building customer success systems or leading workflow and process optimization initiatives