Head of Quick Commerce for CX & Service Operations
HybridSingapore, Singapore
Job Summary
Lead the roadmap for launching quick commerce specific programs into service operations and own critical customer experience metrics at the regional level. Oversee shop onboarding processes and content management to ensure high quality experiences for partners and users. Serve as the primary point of contact for senior regional stakeholders, building partnerships with Product, Service Ops, and other functional teams to drive collaborative efforts. Lead and mentor a team of direct reports, championing QC stakeholder needs to influence product design and policy decisions. Develop strategic plans for resource allocation to prioritize initiatives driving the highest impact on service performance and scalability. Requires over 10 years of leadership experience in customer experience and operations, with a track record in multi-market roles and data-driven decision making.
Required Qualifications
- Over 10 years of leadership experience in customer experience, operations, or service management
- At least 5 years in a multi-market or regional role
- Data-driven and results-oriented, with a solid track record in using analytics to enhance customer experience metrics and operational efficiencies
- Strong communication and stakeholder management skills, with experience influencing senior leadership and cross-functional teams to drive customer-focused initiatives
- Knowledge of marketplace models and customer support operations, including leading process improvements that have contributed to increased customer satisfaction and retention
- More than 5 years of experience in managing teams across multiple countries, with a strong focus on talent development and meeting team objectives aligned with business goals
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