CX Operations Lead, Onsite & Rotating Shifts

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

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.