Care Channels Manager

GoTo Group; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading multi-channel support service provider in Singapore is seeking an experienced Care Channels Manager to oversee operations across in-house and outsourced teams. This role is vital for ensuring efficient support delivery to customers and driver-partners while managing vendor relationships and driving continuous improvement initiatives. Candidates should have 3–5 years of relevant experience and strong leadership skills.

Qualifications

• 3–5 years of experience in managing contact center operations or vendor management.
• Ability to lead, coach, and inspire teams for strong performance outcomes.
• Solid understanding of contact center efficiency models and operational KPIs.
• Excellent interpersonal and conflict resolution skills.

Responsibilities

• Manage end-to-end support operations across in-house and BPO teams.
• Oversee daily operations including queue management and quality assurance.
• Establish strong vendor relationships and ensure compliance with policies.
• Drive onboarding accuracy for drivers and streamline cross-functional operations.

Skills

Contact center operations management

Vendor management

Stakeholder management

Data analysis

Communication skills

Project management

Job description

About The Role

We are seeking an experienced and dynamic Care Channels Manager to oversee our multi-channel support operations across both in-house (GoHub) and outsourced BPO teams. This role is pivotal in ensuring seamless, empathetic, and efficient support delivery to our customers and driver-partners. You will be accountable for driving operational performance, maintaining compliance, managing vendor relationships, and championing continuous improvement initiatives that elevate the overall service experience.

What You Will Do

• Lead and manage end-to-end support operations across GoHub (in-person) and BPO vendor team, ensuring timely, accurate, and empathetic service delivery across all customer touchpoints.
• Oversee daily operations including queue management, scheduling, quality assurance, and performance tracking against key KPIs (CSAT, SLA, AHT, resolution rate, reopen rate, etc.).
• Establish, maintain, and manage strong vendor relationships, including performance reviews, contractual compliance, and cost efficiency across outsourced operations.
• Drive onboarding accuracy and readiness, ensuring drivers experience a seamless and compliant onboarding journey.
• Ensure strict adherence to internal policies and external regulatory requirements, embedding compliance and service excellence into all processes.
• Collaborate cross-functionally with internal teams and external partners to streamline operations, align processes, and deliver service enhancements.
• Analyze operational data and customer feedback to generate actionable insights, identify root causes, and implement scalable improvements.
• Champion a culture of continuous improvement, leading initiatives that enhance productivity, strengthen stakeholder collaboration, and elevate the customer and driver experience.

What You Will Need

• At least 3–5 years of experience in managing contact center operations or vendor management, with proven success in both in-house and outsourced (BPO) environments.
• Demonstrated ability to lead, coach, and inspire teams while driving strong performance outcomes in customer experience (CSAT, SLA, AHT, resolution rate).
• Solid understanding of contact center efficiency models, workforce management, and operational KPIs, with the ability to translate insights into action.
• Strong stakeholder and project management skills, able to align internal teams and external vendors to deliver on shared objectives.
• Proven capability to analyze data and customer feedback, identifying gaps, risks, and opportunities to improve service quality and efficiency.
• Excellent interpersonal, communication, and conflict resolution skills, with the ability to manage sensitive issues across teams and vendors professionally.
• Highly organized and decisive, able to manage multiple priorities under pressure while maintaining compliance with internal and regulatory standards.
• Willingness to travel to vendor sites (~20–25%) for performance reviews, assessments, and relationship management.

About The Team

The Service Excellence team, an integral part of the Gojek Singapore team, is dedicated to providing end-to-end support for our valued driver-partners and customers. Collaborating closely with operations and product teams, we aim to ensure a smooth experience for users at every stage, continuously seeking improvement. Our relentless pursuit of improvement drives us to constantly innovate and refine our processes. Furthermore, as a cohesive unit, we prioritize not just the company's advancement, but also the individual development, welfare, and unity among our team members.