Job Description

Customer Experience Operations Manager (E-Commerce, F&B Delivery)

About the Company:
Our client is a prominent player in the food delivery industry, well-known for its innovative approach to connecting customers with local restaurants and riders. As the company continues to grow, they are dedicated to enhancing the customer experience through efficient, reliable, and responsive service across all touchpoints.

About the Role:
The Customer Experience Operations Manager will play a crucial role in overseeing the performance of both in-house and outsourced customer care teams. This position will involve driving key projects to optimize customer service, reduce costs, and ensure the highest levels of satisfaction across both English and Cantonese-speaking customers, restaurants, and riders. The ideal candidate will be analytical, have strong leadership skills, and possess experience in customer service operations within fast-paced environments.

Key Responsibilities:

• Oversee daily operations for all service queues (chat/call) supporting both English and Cantonese-speaking stakeholders, including customers, restaurants, and riders.
• Lead initiatives aimed at improving performance metrics, such as reducing response and handle times, and delivering operational efficiencies.
• Develop and manage performance insights, KPIs, and targets to enhance productivity and service quality.
• Identify areas for improvement in both internal teams and external vendors, crafting strategic plans to address these performance gaps.
• Collaborate with in-market leadership teams to drive customer care excellence, ensuring high levels of satisfaction.
• Lead change management initiatives to optimize processes, resolve operational challenges, and continuously improve service delivery.
• Conduct deep performance analyses and present insights and action plans to senior executives.
• Participate in a rotating on-call schedule to provide support during critical operations periods when needed.

Requirements:

• Fluent in both English and Cantonese (spoken and written).
• A minimum of 5 years of experience in an Operations Manager role within a fast-moving environment, preferably with BPO experience.
• Proven track record of managing performance improvement projects and delivering measurable results.
• Strong multitasking skills with the ability to lead multiple projects independently.
• Experience managing vendor/partner relationships and driving performance improvement initiatives.
• Strong problem-solving abilities and crisis management experience.
• Familiarity with CRM systems (e.g., Zendesk, Salesforce) and experience in creating efficiencies across various platforms.
• Solid analytical skills with proficiency in Excel (e.g., pivot tables, INDEX MATCH); SQL knowledge is a plus.

Interested candidates please click apply or email your resume to jeremy.millip@linksinternational.com. Please note that only shortlisted candidates will be notified.
Links HR Malaysia Sdn Bhd, Business No.: 201701021602