Malaysia Customer Service & Operations Manager

Tribe Digital; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

A leading digital solutions provider in Kuala Lumpur is seeking a Malaysia Customer Service & Operations Manager to lead a team of 40-50 members. You will oversee daily operations, enhance customer satisfaction, and implement scalable processes. The ideal candidate has over 5 years in management, strong knowledge of electronics manufacturing, and excellent communication skills. This role requires a bachelor's degree and offers competitive compensation in a dynamic environment.

Qualifications

• 5+ years of management experience leading large teams.
• Strong understanding of electronics manufacturing or customer-facing service delivery.
• Excellent cross-cultural communication skills.

Responsibilities

• Oversee daily customer service and operations management.
• Build a high-performing frontline organization.
• Monitor and analyze business/operational data.

Skills

Management experience

Data analysis

Stakeholder management

Electronics manufacturing knowledge

Education

Bachelor's degree or above

Job description

Malaysia Customer Service & Operations Manager

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 the 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.

• 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,, 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.