Customer Experience Operations (Manager/ Director)

Lucence; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A pioneering precision oncology company in Singapore is seeking a Customer Experience Operations Manager/Director. You will oversee end-to-end operations, improve workflows, and partner with clinical and lab teams to ensure a smooth journey for all stakeholders. Ideal candidates will have 5-10 years in customer experience operations, strong process improvement skills, and a background in healthcare or diagnostics. Competitive compensation and growth opportunities are offered.

Qualifications

• 5–10+ years in customer experience operations or related roles.
• Strong operational mindset with process improvement experience.
• Hands-on experience with inventory management or supply chain coordination.

Responsibilities

• Lead daily CX operations across all communication channels.
• Streamline workflows for efficiency and consistency.
• Monitor key metrics and build dashboards for performance review.

Skills

Customer experience operations

Process improvement

Data analysis

Communication skills

Inventory management

Stakeholder communication

Job description

About Us

Lucence is a pioneering precision oncology company with a bold vision: a world where cancer is defeated through early detection and timely treatment. Our cutting‑edge liquid biopsy tests use advanced molecular profiling to guide personalized cancer therapies, transforming how cancer is diagnosed and treated. At Lucence, we are shaping the future of precision medicine by capturing both genetic and cellular data from a single blood draw, bringing us closer to our mission of overcoming cancer.

We are looking for a Customer Experience Operations (Manager / Director) to pioneer and scale customer‑facing operations across Singapore and the region. This role is ideal for someone who thrives in a growing environment, enjoys building structure, and wants to step up into broader operational leadership.

You will oversee end‑to‑end customer experience operations, improve workflows, and partner closely with Clinical Ops, Lab, Commercial to ensure a smooth and dependable journey for clinicians, partners, and patients.

Customer Experience Operations

Key Responsibilities includes but not limited to:

• Lead daily CX operations across all communication channels.
• Own escalations, service quality, and operational execution.
• Partner with clinical and lab teams to ensure accurate and timely customer support.

Process Improvement & Governance

• Streamline and document workflows to improve efficiency and consistency.
• Develop and maintain SOPs across customer service and service recovery.
• Ensure operational readiness for new launches, updates, or service changes.

Inventory & Supply Chain Coordination

• Oversee inventory planning and kit availability for customer‑facing needs.
• Work with supply chain and logistics partners to ensure timely replenishment and deliveries.
• Track consumption and forecast demand to support operational continuity.

Data & Insights

• Monitor key metrics (SLA, TAT, CSAT, case trends, inventory levels).
• Build simple dashboards and reporting to highlight performance and gaps.
• Use data to recommend improvements and support decision‑making.

Qualifications

• 5–10+ years in customer experience operations, service excellence, clinical operations, or related roles.
• Strong operational mindset with experience improving processes and running cross‑functional initiatives.
• Hands‑on experience with inventory management or coordinating supply chain/logistics.
• Comfortable with data, dashboards, and using insights to drive decisions.
• Excellent communication skills with the ability to influence stakeholders.
• Experience in a clinical, healthcare, diagnostics, or lab environment is highly beneficial.