Customer Success Manager - CS Operations

Hytech; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Hytech is seeking an experienced Customer Success Operations Program Manager to lead multi-quarter programs across markets, driving improvements in customer experience, service quality, and operational efficiency.

You will analyze service data, CRM and ticketing insights, SQL outputs, and BI reports to identify opportunities, measure performance, and support data-driven decisions, while evaluating AI and automation solutions with strong governance and risk considerations.

Qualifications

• 6+ years of program or project management experience.

Responsibilities

• Own and deliver a portfolio of multi-quarter Customer Success Operations programs focused on improving customer experience, service quality, efficiency, and cost performance.

Skills

Program management

Customer service

Data analysis

SQL

BI tools

AI & automation

Cross-functional collaboration

Stakeholder influence

Communication skills

Mandarin proficiency

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients.

With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation.

About the Role

We are seeking an experienced and strategic Customer Success Operations Program Manager to lead high-impact programs that enhance customer experience, service quality, and operational efficiency. This role will work across functions and markets to drive operational improvements, leverage data, AI and automation, and develop scalable capabilities that support consistent and effective customer service delivery.

Key Responsibilities

• Own and deliver a portfolio of multi-quarter Customer Success Operations programs focused on improving customer experience, service quality, efficiency, and cost performance.
• Analyse customer service data, CRM and ticketing insights, SQL outputs, and BI reports to identify opportunities, measure performance, and support data-driven decision-making.
• Evaluate and implement AI, automation, and LLM-enabled solutions for customer service, with appropriate consideration of accuracy, quality, data handling, and operational risks.
• Develop clear SOPs, executive decision papers, status reports, and other operational documentation to support effective and consistent execution.
• Partner with cross-functional teams and stakeholders across markets to drive change and deliver measurable outcomes.
• Establish or enhance operational capabilities, including quality assurance, enablement, Centres of Excellence, workforce management, and service-platform processes.

What We’re Looking For

• 6+ years of experience in program or project management, including at least 2 years in customer service, customer support, or Customer Success Operations.
• Proven experience managing end-to-end operational programs with measurable customer experience, service, productivity, efficiency, or cost outcomes.
• Strong service-data and reporting capabilities, with experience using ticketing or CRM platforms and SQL or BI tools.
• Practical understanding of AI, automation, and LLM applications in customer service, including their capabilities, limitations, quality considerations, and data risks.
• Strong written and verbal communication skills, with the ability to develop executive-ready recommendations and clear operational guidance.
• Demonstrated ability to influence stakeholders and deliver outcomes through cross-functional collaboration, including across different markets and cultures.
• Experience with Zendesk, Salesforce Service Cloud, Freshdesk, or similar service platforms is advantageous.
• Experience in quality assurance, enablement, Centre of Excellence development, workforce management, or regulated and compliance-sensitive environments is advantageous.
• Mandarin proficiency is required to support effective communication with Mandarin-speaking customers and stakeholders across relevant markets.

What We Offer

• Strategic leadership exposure with the opportunity to shape and transform the Group’s treasury function and influence key financial decisions.
• Broad international exposure across multiple entities, jurisdictions, financial institutions, payment platforms, and cross-border treasury operations.
• Career growth and impact through ownership of major treasury initiatives, funding strategies, liquidity optimization, technology transformation, and direct engagement with senior management.