Senior Manager, Global Customter Service (Performance Improvement)

OCEAN NETWORK EXPRESS PTE. LTD.; Singapore; On-site; SGD 80,000 - 150,000; Full time

Job summary

A leading company in the logistics sector seeks a seasoned professional to lead global customer service operations. The successful candidate will drive service performance improvements, manage multi-country service teams, and enhance the overall customer experience through analytical insights and strategic direction. With a minimum of 10 years of relevant experience, this role requires a blend of strong leadership and problem-solving skills in a dynamic work environment.

Qualifications

• Minimum 10-12 years of progressive experience in customer service operations, preferably in shipping or logistics.
• Proven track record of managing global or multi-country customer service operations.
• Strong analytical skills to interpret trends and make data-driven decisions.

Responsibilities

• Manage and oversee Service Performance globally, aligning with organizational goals.
• Drive improvement in service operational metrics and customer experience KPIs.
• Handle and resolve escalated customer issues effectively.

Skills

Analytical skills

Communication

Interpersonal skills

Problem-solving

Education

Master’s or Bachelor’s Degree in Economics, Science, Engineering, Business, Logistics

Tools

CRM systems

Dashboard tools

Job description

Roles and Responsibilities

• Manage and oversee Service Performance of all countries globally, ensuring alignment with organizational goals and service standards.
• Study, monitor, and analyze Customer Experience (CX) Key Performance Indicators (KPIs) proactively to identify trends, opportunities, and areas for improvement.
• Drive improvement in service operational metrics, ensuring their effectiveness in measuring and enhancing performance.
• Champion and ensure clear improvement trends in service delivery, working collaboratively with regional and country teams to implement best practices.
• Conduct regular meetings with all Regional Headquarters (RHQ) Service teams to review performance, share insights, and foster a continuous improvement culture.
• Identify and address obstacles that hinder the achievement of required service standards, developing and implementing strategies to overcome them.
• Work closely with other Global Customer Service (GCS) domains (e.g., Service Cloud, Bkg/ Doc, Quality etc) to provide required solutioning ideas and background support to countries, in order to improve performance
• Handle and resolve escalated customer issues from various channels and regions, ensuring swift and satisfactory outcomes.
• Tackle "bread and butter" service issues and common operational challenges originating from country operations, implementing sustainable solutions.
• Act as the central global point of contact for all customer-related issues, providing guidance, support, and strategic direction to regional teams.

Requirements

• Master’s or Bachelor’s Degree in Economics, Science, Engineering, Business, Logistics, or a related field
• Minimum 10-12 years of progressive experience in customer service operations, preferably in shipping or logistics.
• Proven track record of managing global or multi-country customer service operations
• Experience with customer service technologies (e.g., CRM systems, dashboard).
• Strong analytical skills with the ability to interpret trends, and make data-driven decisions
• Excellent communication, interpersonal, and presentation skills
• Demonstrated ability to identify problems and drive continuous improvement initiatives
• Multi-tasking ability & comfortable with flexible work hours
• High drive and result-orientation