CX Operations Lead — Scale Frontline Experience (Onsite)

Castlery; Johor; On-site; MYR 89,000 - 134,000; Full time

Job summary

Castlery in Malaysia seeks an Assistant CX Operations Manager to lead the Customer Experience team and align frontline operations with senior management. You will oversee 50-80 agents and team leads, driving CX initiatives, tracking delivery, and removing blockers to ensure high-quality service.

The role requires strong people management, a data-driven approach, and the ability to coordinate across Retail, Logistics, Tech, and Finance.

Qualifications

• Minimum 3 years of experience managing teams in a contact centre or operations.
• A data-driven mindset with ability to translate CX priorities into action plans.
• Strong people management with accountability and clear direction.
• Ability to align cross-functional teams (Retail, Logistics, Tech, Finance).
• Willingness to work night shifts and be onsite in JB.

Responsibilities

• 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.

Skills

People management

Stakeholder management

Cross-functional collaboration

Data-driven decision making

Operations management

Shift flexibility

Relocation willingness

Job description

Castlery in Malaysia seeks an Assistant CX Operations Manager to lead the Customer Experience team and align frontline operations with senior management. You will oversee 50-80 agents and team leads, driving CX initiatives, tracking delivery, and removing blockers to ensure high-quality service.

The role requires strong people management, a data-driven approach, and the ability to coordinate across Retail, Logistics, Tech, and Finance.