Head of Operations

MetaMorph; Singapore; On-site; SGD 85,000 - 120,000; Full time

Job summary

A leading sports-tech platform in Singapore is seeking an experienced Operations and Customer Experience leader to scale service delivery and ensure exceptional user experiences. The ideal candidate has 8-12 years of B2C operations experience and strong leadership abilities. Responsibilities include managing multi-city operations, implementing service SOPs, and enhancing customer satisfaction metrics.

Qualifications

• 8-12 years of experience in B2C operations and customer experience.
• Demonstrated success in leading multi-city or large-scale operational setups.
• Strong analytical skills focused on process improvement.

Responsibilities

• Own and scale all on-ground operations across cities.
• Design and implement SOPs for service delivery and quality assurance.
• Manage escalations and drive continuous improvement initiatives.

Skills

B2C operations leadership

Customer Experience management

Team management

Analytical skills

Tools

CRMs

Ticketing systems

Dashboards

Job description

About MetaMorph:At MetaMorph, we empower startups to scale and innovate by placing people at the center of their strategy. With a proven track record of supporting over 220 startups, we specialize in aligning talent with organizational needs, enhancing employee skills, and transforming employer brands. Our data-driven insights fuel decision-making and provide comprehensive support for both acquisition and being acquired, ensuring coverage from every angle.About Our Client:Our client is one of India's fastest-growing sports-tech platforms with a mission to democratize access to quality sports and fitness infrastructure. The platform enables users to discover and book sports venues, certified coaches, and structured programs across cities.About the Role:We are seeking a dynamic, execution-focused leader to head our Operations and Customer Experience vertical. This high-impact role will be instrumental in scaling our service delivery across cities while ensuring exceptional experiences for students, parents, coaches, and partner schools. If you're driven by operational excellence and customer-centric thinking, this is your opportunity to lead at scale.Key Responsibilities:Operations Management:- Own and scale all on-ground operations across cities, including sports venues, partner schools, and academies.- Design and implement SOPs for service delivery, venue onboarding, scheduling, and quality assurance.- Lead and mentor a high-performing operations team (city managers, coordinators, trainers).- Ensure efficient resource utilization, cost control, and service reliability.- Collaborate with product, tech, and content teams to optimize operations through automation and tech adoption.Customer Experience (CX):- Take ownership of the complete customer journey from onboarding to support and feedback.- Set up scalable support systems across voice, chat, and email channels.- Monitor and improve CX metrics like NPS, CSAT, and resolution time.- Manage escalations and drive continuous improvement initiatives.- Build and foster a culture of empathy, responsiveness, and parent-first service.What We're Looking For:- 8-12 years of experience in B2C operations and customer experience.- Demonstrated success in leading multi-city or large-scale operational setups.- Sector experience in EdTech, SportsTech, hyperlocal services, logistics, or youth engagement platforms is preferred.- Strong analytical skills with a focus on process improvement and tech integration.- Proficiency in tools like dashboards, CRMs, and ticketing systems.- Excellent leadership and team management capabilities.- Bonus: Passion for youth development, fitness, or the impact of sports in education.,

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