VP, Customer Operations & Leadership Growth

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

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.