Customer Experience Operations Manager

STAFFELLA RECRUITMENT AGENCY; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

STAFFELLA RECRUITMENT AGENCY is seeking a Customer Experience Operations Manager to lead front-line service operations and transform the customer journey from inquiry to fulfillment.

The role focuses on championing process efficiency, team performance, and cross-functional collaboration in a fast-paced environment with an operational mindset and customer-centric thinking.

Qualifications

• Education: Degree or Diploma with leadership experience.
• Experience: 5+ years in customer operations or sales support with 2+ years in leadership.
• Leadership: Proven ability to manage and develop a service team.

Responsibilities

• Lead a team of customer service professionals to build a high-performance culture.
• Own end-to-end service delivery including order processing and issue resolution.
• Monitor KPIs, drive data-driven improvements, and collaborate with cross-functional teams.
• Partner with Sales, Warehouse, and Logistics to ensure accurate fulfillment and strong customer satisfaction.
• Lead continuous improvement initiatives to streamline operations and scale processes.

Skills

Team leadership

Customer-focused

Analytical & process-oriented

Tech-savvy

Driven & Agile

Education

Degree in Business or related

Diploma with leadership experience

Tools

Excel

ERP systems

CRM/order management tools

Job description

About the Role

Our client are looking for a dynamic and results-driven Customer Experience Operations Manager to lead our front-line service operations. In this role, you will be responsible for transforming the customer journey—from inquiry to fulfillment—by championing process efficiency, team performance, and cross-functional collaboration. This position is ideal for a leader who thrives in fast-paced environments and has a strong operational mindset paired with customer-centric thinking.

Your Key Responsibilities

Team Leadership & Development

• Inspire, coach, and lead a team of customer service professionals, cultivating a high-performance, accountable, and service-focused culture.
• Define KPIs and success metrics to drive individual and team performance.
• Conduct regular training, feedback sessions, and career development initiatives.

Customer Operations & Fulfillment

• Own the end-to-end service delivery process—including order processing, delivery coordination, and issue resolution.
• Ensure a frictionless customer experience by proactively managing order timelines, service levels, and communications.
• Act as the primary escalation point for critical customer matters, ensuring swift and satisfactory resolutions.

Operational Excellence & Planning

• Work closely with supply chain and procurement teams to ensure forecast accuracy and product availability.
• Oversee demand planning processes to support operational efficiency and avoid service disruptions.
• Monitor key performance indicators (KPIs), analyze service gaps, and propose data-driven improvements.

Stakeholder Collaboration

• Partner with Sales, Warehouse, and Logistics to ensure order accuracy, fulfillment speed, and customer satisfaction.
• Support business growth by strengthening customer retention and identifying opportunities for account expansion.

Continuous Improvement

• Lead initiatives that streamline operations, reduce manual effort, and enhance overall customer experience.
• Recommend improvements to systems, SOPs, and tools that enable scalability and responsiveness.

Who You Are

• Education: Degree in Business, Supply Chain, Operations, or a related discipline. Diploma holders with strong leadership experience are welcome.
• Experience: 5+ years in customer operations, order fulfillment, or sales support, with at least 2 years in a leadership capacity.
• Leadership: Proven ability to manage, motivate, and develop a service team in a performance-driven environment.
• Customer-Focused: Strong empathy, communication, and relationship management skills—able to balance service with business needs.
• Analytical & Process-Oriented: Comfortable with data, reporting, and workflow optimization.
• Tech-Savvy: Proficient in Microsoft Office (especially Excel), ERP systems, and CRM/order management tools.
• Driven & Agile: Thrives in dynamic settings, embraces challenges, and leads change with confidence.

Please note that only shortlisted candidates will be notified