We are looking for an experienced Operations & Customer Experience Manager to manage daily operations, customer support, escalations and team performance while ensuring smooth coordination across departments.
Key Responsibilities:
* Monitor daily operations, delivery/pickup timelines and performance metrics.
* Handle customer escalations, complaints and resolutions.
* Lead and coach the customer support team and monitor performance.
* Analyse operational reports and identify process gaps.
* Coordinate with Finance, Warehouse, Tech and Operations teams.
* Drive process improvements and reduce recurring customer complaints.
* Manage team attendance, daily logins and operational reporting.
* Step in for frontline customer support during high-demand periods.
Requirements:
* Graduate with 4–7 years of experience in Operations/Customer Support.
* Robust team handling, analytical and problem-solving skills.
* Excellent communication and cross-functional coordination skills.
* Experience in logistics, e-commerce, retail or customer experience preferred.