Senior Ops Leader: Scale Support, Onboarding & Automation

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

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.