Customer Experience Operations Manager

7 days ago


Johor Bahru, Johor, Malaysia Castlery Full time

As a Senior Manager, you will play a pivotal role in overseeing and managing the overall operations of our customer experience (CX) team. We are seeking a results-driven professional with a strong commitment to delivering exceptional customer experiences.

Your key responsibilities will include:

  • Forecasting and budgeting: Develop accurate forecasts and budgets for the CX team to ensure optimal resource allocation and financial performance.
  • Hiring and team management: Recruit and manage a high-performing team of CX professionals, both in-house and outsourced.
  • Performance management: Regularly review performance metrics and standards for continuous improvements to drive positive change in customer experience and operation excellence.
  • Employee experience: Foster a positive and engaging work environment that promotes employee satisfaction, customer centricity, and retention.
  • Seasonality and new business requirements: Plan and manage the CX team's capacity to meet seasonal fluctuations in demand and accommodate new business requirements.
  • Training and development: Ensure seamless onboarding and training by working with direct reports and other relevant teams.
  • Quality assurance: Oversee quality assurance measures to ensure that the CX team consistently delivers high-quality service.

We offer a range of benefits, including competitive salary, opportunities for career growth and development, and a supportive work environment.



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