Customer Experience Operations Asst Manager
$27,040,000–$27,040,000 year
On-siteJohor Bahru, Johor, Malaysia
Job Summary
Manage and motivate customer experience teams to foster a culture of customer obsession while overseeing daily operations to ensure consistent service levels and productivity. Utilize data-driven approaches to optimize processes, reduce response times, and enhance overall service standards through continuous improvement initiatives. Support the design and delivery of training programs and assist in mid- to long-term capacity planning to ensure adequate staffing for customer demands. Partner with Product, Marketing, and Logistics to address customer pain points and drive performance across global markets.
Required Qualifications
- Proven experience in managing customer experience operations, preferably within call centres or customer support environments in Malaysia, supporting global markets
- Demonstrated leadership skills with a track record of driving team performance and customer-centric initiatives
- Solid understanding of customer service metrics, call centre technology, and operational KPIs
- At least 7 years in customer service experience
Desired Qualifications
- Experience with both BPO and in-house operations is a plus
- Data-driven mindset with a focus on process improvement and performance optimization
- Passionate about customer experience and driven to make a meaningful impact on service delivery
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