[LTA-PT] DEPUTY / ASSISTANT MANAGER, CUSTOMER EXPERIENCE

Government Technology Agency (GovTech); Singapore; On-site; SGD 55,000 - 75,000; Full time

Job summary

GovTech is seeking a Deputy/Assistant Manager, Customer Experience to oversee service quality across commuter touchpoints and tenant operations at a major transit station. You will manage the feedback loop with the contractor, produce management reports, and ensure timely issue remediation while maintaining audit trails.

The role emphasizes hands-on fieldwork, site visits, strong analytical and communication skills, and the ability to liaise with stakeholders at all levels.

Qualifications

• Knowledge in service quality management, customer experience operations, or tenant and client relationship management in transit, retail, hospitality, or public-facing infrastructure.
• Fresh graduates and candidates with no experience are welcome to apply.

Responsibilities

• Oversee the feedback-to-remediation loop with the contractor, ensuring issues are tracked, escalated where required, and closed with an audit trail.
• Deliver customer experience standards across commuter touchpoints and monitor contractor performance against service benchmarks.
• Synthesize feedback from multiple channels into actionable management reporting and produce monthly service quality reports.
• Monitor passenger experience metrics and flag deteriorating trends before public complaints or escalations.

Skills

Service quality management

Customer experience operations

Tenant relationship management

CRM tools

Data analysis

Stakeholder communication

Tools

CRM platforms

Feedback platforms

Job description

DEPUTY / ASSISTANT MANAGER, CUSTOMER EXPERIENCE

[LTA-PT]

What you will be working on

InfraCo SG oversees the full spectrum of facility management and operations of the RTS Link Woodlands North Station, a dedicated cross-border rail station connecting Singapore and Malaysia. The division is responsible for ensuring the station functions safely, reliably, and to the standards expected of Singapore's public transport network. Beyond operational excellence, the division is committed to cultivating a station experience and identity that reflects the significance of Woodlands North as a gateway between the two countries. You will be part of the team responsible for ensuring that commuters and tenants experience a consistently high standard of service at Woodlands North Station. Working at the intersection of service quality governance, customer experience, and tenant operations management, you will serve as the day-to-day operational point of contact for station tenants on routine matters while maintaining oversight of commuter feedback and service delivery standards. You will play a key role in: Oversee the feedback-to-remediation loop with the appointed contractor, and ensure that issues are promptly highlighted, tracked, escalated where required and closed the respective channels. Responsible to deliver customer experience standards across all commuter touchpoints and oversee delivery of contractor’s obligations against defined service benchmarks. Synthesise qualitative and quantitative feedback from multiple channels into clear and actionable management reporting. Produce monthly service quality reports with trend analysis, contractor compliance, and tenant feedback for management reporting. Track and follow up on open service quality and tenant issues to ensure timely closure, maintaining a clear audit trail of actions taken and outcomes achieved. Monitor and assess tenant operational performance, identifying where tenant service failures contribute to commuter dissatisfaction and escalating systemic issues accordingly. Monitor passenger experience metrics and flag deteriorating trends before they surface in public complaints or management escalations.

What we are looking for

Knowledge in service quality management, customer experience operations, or tenant and client relationship management in a transit, retail, hospitality, or public-facing infrastructure environment. Experience managing tenant or client relationships in an operational setting while maintaining productive and professional working relationships. Preferably 2 years of working experience in tenant management, customer experience operations or related field. Familiarity with feedback management platforms, CRM tools, or service quality monitoring systems is advantageous. Strong analytical, communication, writing and presentation skills with attention to details. Excellent interpersonal skills and confidence in liaising with stakeholders across all organisational levels. Creative and detailed hands-on individual who is comfortable with regular site visits and hands-on fieldwork, with an excellent ability to manage multiple priorities in a dynamic environment. Fresh graduates and candidates without experience are also welcome to apply. As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.

http://jobs.careers.gov.sg The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you.

The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development.

Be part of the team that shapes the future of Singapore.