Head of Customer Operations & Leadership Development

OrgScale Recruitment Sdn Bhd; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

OrgScale Recruitment Sdn Bhd seeks a senior leader to head and scale Customer Operations in a fast-growing tech environment in Kuala Lumpur. You’ll partner with senior executives to shape operating models, drive performance, and build leadership capabilities across teams.

You will mentor managers, design scalable structures, and implement data-informed decisions to improve customer experience and workforce effectiveness while navigating complex organizational dynamics.

Qualifications

• 8+ years of experience in Customer Operations, Customer Service, Business Operations, or related leadership roles.
• Proven experience managing managers, team leads, or multi-layered teams in high-volume or fast-paced settings.
• Strong track record in building, scaling, or restructuring teams and operating models.
• Demonstrated experience in manager development, performance management, and organizational effectiveness.
• Strong strategic thinking and problem-solving abilities to navigate complex people and business challenges.
• Excellent communication and stakeholder management skills, with strong written and spoken English.

Responsibilities

• Lead and oversee end-to-end customer operations across multiple channels and teams.
• Establish operating standards, performance expectations, and accountability structures.
• Develop scalable operating models aligned with business growth and customer experience.
• Mentor and develop supervisors, team leads, and managers to strengthen leadership capability.
• Establish and monitor operational KPIs and performance management frameworks.
• Lead workforce and organizational planning to support growth and changing needs.

Skills

Leadership

People Development

Operations Management

Stakeholder Management

Strategic Thinking

English Communication

Job description

Head of Customer Operations & Leadership Development

We are looking for a senior leader to lead and scale high-performing Customer Operations within a fast-growing technology environment.

This role combines operational leadership, people development, and organizational effectiveness. You will work closely with senior leadership to strengthen operational performance, develop managers, build scalable structures, and navigate complex organizational challenges.

This is an ideal opportunity for an experienced operations leader who enjoys developing people, solving complex problems, and creating high-performing teams.

Your Responsibilities

1. Customer Operations Leadership

Lead and oversee end-to-end customer operations across multiple channels and teams.

Establish clear operating standards, performance expectations, and accountability structures.

Develop scalable operating models aligned with business growth and customer experience.

Lead, mentor, and develop supervisors, team leads, and managers.

Strengthen management capabilities through structured coaching, feedback, and performance development.

Build a culture of ownership, accountability, and continuous improvement.

3. Performance & Organizational Effectiveness

Establish and monitor operational KPIs and performance management frameworks.

Identify recurring performance, people, and organizational challenges and drive structured solutions.

Improve team effectiveness through better processes, decision-making, and management practices.

4. Workforce & Organizational Planning

Lead workforce and organizational planning to support business growth and changing operational needs.

Build appropriate team structures, management layers, and succession plans.

Support organizational changes, leadership transitions, and capability development.

5. Strategic Leadership Partnership

Work closely with senior leadership on operational, people, and organizational priorities.

Provide structured insights on leadership gaps, team dynamics, and recurring organizational patterns.

Support senior leaders in making thoughtful, data-informed decisions in complex situations.

What We’re Looking For

Core Requirements

8+ years of experience in Customer Operations, Customer Service, Business Operations, or a related leadership function.

Proven experience managing managers, team leads, or multi-layered teams in a high-volume or fast-paced environment.

Strong track record in building, scaling, or restructuring teams and operating models.

Demonstrated experience in manager development, performance management, and organizational effectiveness.

Strong strategic thinking and problem-solving skills, with the ability to navigate complex people and business challenges.

Excellent communication and stakeholder management skills, with strong written and spoken English.