Head of Customer Service & AI-Driven Ops

Singapore Press Holdings Limited; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

SPH Media in Singapore seeks a seasoned Head of Customer Service to lead the multi-channel Contact Center and subscription processing, transforming support into a modern, low-effort, emotionally intelligent experience.

The role emphasizes operational excellence, AI-enabled workflows, and data-driven decision making. You will partner with CRM, marketing, and product teams to oversee customer journeys and drive digital transformation within a dynamic media environment.

Qualifications

• Experience with multi-channel contact centers and CRM systems.
• Strong data literacy and ability to translate metrics into actions.
• Excellent stakeholder management and collaboration with senior leaders.

Responsibilities

• Oversee daily operations of the Contact Center and subscription workflows; set service benchmarks and CSAT targets across channels.
• Drive integration of AI tools and automation to handle routine tasks and enable frontline agents for complex resolutions.
• Develop KPI frameworks and translate data into actionable strategies for cross-functional teams.
• Lead cross-functional projects with CRM, marketing, and digital teams to ensure operational readiness for new initiatives.
• Develop customer service roadmap and budget aligned with SPH Media’s digital transformation goals.
• Recruit, mentor, and upskill a high-performing CS team and foster a culture of resilience and continuous improvement.

Skills

Multi-channel platform expertise

Data analytics

Stakeholder management

People leadership

English communication

Project management

Education

Bachelor’s degree in Business/Comm/IS

Tools

ServiceNow

AWS

Job description

SPH Media in Singapore seeks a seasoned Head of Customer Service to lead the multi-channel Contact Center and subscription processing, transforming support into a modern, low-effort, emotionally intelligent experience.

The role emphasizes operational excellence, AI-enabled workflows, and data-driven decision making. You will partner with CRM, marketing, and product teams to oversee customer journeys and drive digital transformation within a dynamic media environment.