Customer Experience and Operations Executive

PRISM+; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

PRISM+ is seeking an Operations Lead to manage a team of technicians and in-house agents, driving high service standards and process discipline.

You will develop projects that solve operational problems, monitor workloads to meet deadlines, and create actionable reports. Strong data analysis, escalation handling, and logistics oversight are essential to keep our Singapore operations efficient and scalable.

Qualifications

• Lead and manage a team of technicians and in-house agents.
• Develop and run projects to solve operational problems.
• Analyze data to identify trends and drive improvements.
• Create and maintain reports on team performance.
• Handle complex escalations with a structured approach.
• Asset and logistical management.

Responsibilities

• Ensure teams deliver high operational standards for experience and quality.
• Provide workload management to meet timelines and priorities.
• Create and maintain performance reports for the team.
• Analyze data to identify trends and develop playbooks.
• Handle escalations and complex customer issues with a structured approach.

Skills

Team leadership

Data analysis

Operations planning

Problem solving

Workload management

Education

Diploma or Degree in Business, Operations Management, Engineering

Tools

CRM systems

Google Sheets

Dashboards

Job description

PRISM+ is Singapore’s leading homegrown electronics brand, with a presence across key markets in Australia, Malaysia and the Philippines. The brand’s mission is to make premium technologies accessible to the masses—disrupting established industries with innovation and value that goes beyond the product. PRISM+ was founded in 2017 as a direct-to-consumer (D2C) display technology specialist, where it quickly grew to become the number one monitor and smart TV brand in Singapore. Best known and loved for its affordable premium offerings and award-winning customer experience, the brand has expanded its offerings to include a wide range of affordable premium home electronics and appliances.

Join us at PRISM+ and become part of a journey where innovation meets impact, and every day offers a chance to shape the future of consumer technology. Discover a career where your ideas matter, your growth is nurtured, and together, we create a brighter tomorrow

Requirements

• Lead and manage a team of technicians and in-house agents to achieve operational success.
• Ensure teams are delivering excellent operational standards for both experience and quality that are set out.
• Develop and run projects to solve business operational problems structurally.
• Workload management for the team to ensure completion of projects in a timely manner.
• Create and maintain reports for overall team performance.
• Analyze data to highlight trends and develop resolution playbooks.
• Handle complex escalations and critical customer issues with a structured and solution-oriented approach.
• Handle other operational and ad-hoc duties as per team requirements.
• Asset and logistical management.

Requirements

• Diploma or Degree in Business, Operations Management, Engineering, or a related field

• 1–3 years of experience in customer service, operations, or technical support environments
• Prior experience in coordinating or leading technicians / ground operations teams is an advantage
• Strong problem-solving skills with the ability to manage complex operational issues and escalations
• Comfortable working with data, including reporting, analysis, and identifying trends to drive improvements
• Good organisational and workload management skills, with the ability to handle multiple priorities in a fast-paced environment
• Proficient in Microsoft Excel and reporting tools (e.g. Google Sheets, dashboards); familiarity with CRM or ticketing systems is a plus
• Hands-on, proactive, and able to work independently with minimal supervision