Customer Experience Ops Lead: Drive Service Excellence

STAFFELLA RECRUITMENT AGENCY; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

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

You will champion process efficiency, drive KPI-driven performance, and collaborate with Sales, Logistics, and Procurement to ensure order accuracy and timely fulfillment. This leadership role demands an operational mindset and customer-centric thinking.

Qualifications

• Degree in Business, Supply Chain, Operations, or a related discipline.
• Diploma holders with strong leadership experience are welcome.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Customer focus

Analytical thinking

Tech-savvy

Communication

Education

Bachelor's degree in Business/Operations

Diploma holders welcomed

Tools

Excel

ERP systems

CRM/order management tools

Job description

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

You will champion process efficiency, drive KPI-driven performance, and collaborate with Sales, Logistics, and Procurement to ensure order accuracy and timely fulfillment. This leadership role demands an operational mindset and customer-centric thinking.