Senior CX Operations & Process Improvement Lead

secretlab sg pte. ltd.; Singapore; On-site; SGD 90,000 - 120,000; Full time

Benefits offered by this job

E-commerce experience

BPO operations

Job summary

Secretlab SG Pte. Ltd. seeks a Senior Specialist, Customer Service Operations to identify operational problems, design practical solutions and lead improvement projects across CS, Tech, Logistics, Finance and data partners.

You will drive initiatives like self-service, automation, AI-assisted support and scalable QA, while ensuring faster resolution and lower cost-to-serve without frontline ticket handling.

Qualifications

• Experience in optimizing customer service operations and reducing failure points.
• Ability to map CX, policies and tech with cross-functional dependencies.
• Proven track record of driving measurable improvements and cost-to-serve reductions.
• Strong data analysis skills to identify trends and root causes.
• Excellent written communication and stakeholder management abilities.

Responsibilities

• Own and improve CS operational performance with metrics tracking and post-incident reviews.
• Lead end-to-end improvement projects across CS, Logistics, Tech and Finance.
• Design requirements and acceptance criteria for Tech and external vendors.
• Drive automation, AI-enabled self-service and quality controls while preserving CX.
• Support BPO governance, onboarding, migrations and vendor transitions without disruption.
• Align cross-functional partners around problem statements and trade-offs.

Skills

Customer Operations

Process Improvement

Programme Management

Data Analysis

Strong written communication

Tools

Excel

SQL

BI Tools

Dashboards

Job description

Secretlab SG Pte. Ltd. seeks a Senior Specialist, Customer Service Operations to identify operational problems, design practical solutions and lead improvement projects across CS, Tech, Logistics, Finance and data partners.

You will drive initiatives like self-service, automation, AI-assisted support and scalable QA, while ensuring faster resolution and lower cost-to-serve without frontline ticket handling.