Senior Operations Manager

FeedMe; Kampung Malaysia Tambahan; On-site; MYR 180,000 - 320,000; Full time

Job summary

FeedMe is seeking an experienced Head of Operations to lead our data-driven operations function and scale customer support, onboarding, and governance across regions. You will drive process improvements, automation, and KPI governance while partnering with Product, Technology, Sales and Finance.

You will own SLA performance, escalation frameworks, and executive reporting, building scalable structures that support 3–5x merchant growth and readiness for regional expansion.

Qualifications

• 7+ years in operations, customer success or SaaS operations.
• 3+ years managing managers or multiple operational functions.
• Experience leading teams of 20+ headcount.

Responsibilities

• Lead Customer Support, Onboarding and Operations teams
• Drive KPIs and governance; establish escalation frameworks
• Own SLA performance across all operational functions
• Design scalable workflows and SOPs; implement automation
• Build scalable operational structures; support 3–5x growth
• Work with Product, Engineering, Sales and Finance
• Provide executive reporting and risk mitigation plans

Skills

Customer Support

SLA Management

Onboarding Ops

Automation

Analytics & Dashboards

Ops Architecture

Scaling Ops

Workforce Planning

Change Management

Cross-Functional Leadership

Executive Communication

Tools

Zendesk

Zoho Desk

Job description

This role is responsible for leading and scaling a data-driven operations function to support business and merchant growth. The role oversees Customer Support, Onboarding, and Operational Governance, while driving process improvement, automation, SLA performance, and customer experience. Working closely with Product, Technology, Sales, and Finance teams, the position ensures operational excellence, scalability, and readiness for regional expansion.

Your Day-to-Day:

Operational Leadership

• Lead Customer Support, Onboarding and Operations teams
• Manage operational managers, team leads and specialists
• Drive operational accountability through KPIs and governance
• Own SLA performance across all operational functions
• Establish escalation frameworks and severity governance
• Lead high-severity merchant incidents
• Reduce ticket backlog and operational bottlenecks
• Improve onboarding turnaround time
• Increase onboarding completion and activation rates
• Build onboarding quality governance

Process Improvement & Automation

• Design scalable workflows and SOPs
• Implement automation opportunities
• Reduce repetitive operational workload

Operational Architecture

• Build systems capable of supporting 3–5x merchant growth
• Create scalable operational structures

Cross Functional Leadership

• Work closely with Product, Engineering, Sales and Finance
• Lead operational projects and transformations
• Ensure operational readiness for new initiatives

Executive Reporting

• Own operational dashboards and business reviews
• Provide clear operational recommendations
• Present operational risks and mitigation plans to leadership

What You Bring to the Table:

Technical Skill

• Customer Support & SLA Management
• Onboarding Operations Management
• Ticketing Platforms (Zendesk, Zoho Desk or equivalent)
• Process Improvement & Automation
• Operational Analytics & Dashboard Management

Strategic Skill

• Operational Architecture Design
• Scaling Operations
• Workforce Planning
• Change Management
• Cross-Functional Leadership

Soft Skill

• Systems Thinking
• Structured Decision Making
• Executive Communication
• Leadership Under Pressure

Language

• English is preferred
• Chinese and Bahasa Melayu is an added advantage

Year of Experience

• 7+ years in Operations, Customer Success, Customer Support or SaaS Operations
• 3+ years managing managers or multiple operational functions
• Experience managing at least 20+ headcount

What We Have For You:

• Competitive salary package and benefits.
• Internal transfer opportunities as we grow and scale.
• Casual dress code practice.