Senior CS Operations & Process Improvement Specialist

Secretlab; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Secretlab is seeking a Senior Specialist, Customer Service Operations to enhance how we deliver support. This high-impact role is an individual contributor position focusing on identifying operational problems, designing practical solutions, and leading improvement projects across CS, Tech, Logistics, Finance, Data and partners.

You will drive faster issue resolution, fewer avoidable contacts, and lower cost-to-serve through initiatives like self-service, automation, and AI-enabled support.

Qualifications

• At least four years in Customer Operations or related field.
• Proven track record of delivering measurable improvements.
• Ability to analyze data, identify trends and measure impact.
• Strong systems thinking across CX, policies, workflows, and tech.
• Translate operational challenges into clear process designs and requirements.
• Proficient in Excel/Google Sheets; SQL/BI tools are a plus.
• Experience collaborating with tech teams on integrations.
• Strong execution and post-launch stabilization.
• Excellent written communication and stakeholder influence.
• Experience in ecommerce, retail, or physical orders/warranties.
• Experience with BPO operations and multi-site service ops.

Responsibilities

• Monitor CS metrics and detect performance risks early.
• Lead incident recovery and drive long-term fixes.
• Deliver actionable updates on performance shifts and post-incident resolution.
• Lead end-to-end CS projects to reduce customer effort.
• Coordinate with Logistics, Tech, Finance, and Product to fix root causes.
• Define KPIs and evaluate post-launch outcomes.
• Improve CS platforms, configurations and automation.
• Support BPO governance and vendor transitions.
• Align stakeholders and resolve blockers with trade-offs.

Skills

Operational analytics

Cross-functional collaboration

Excel/Google Sheets

SQL/BI tools

Process improvement

Stakeholder influence

Tools

SQL

BI tools

CRM systems

Job description

Secretlab is seeking a Senior Specialist, Customer Service Operations to enhance how we deliver support. This high-impact role is an individual contributor position focusing on identifying operational problems, designing practical solutions, and leading improvement projects across CS, Tech, Logistics, Finance, Data and partners.

You will drive faster issue resolution, fewer avoidable contacts, and lower cost-to-serve through initiatives like self-service, automation, and AI-enabled support.