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Manager, Customer Experience & Support Operations

MOVEPuchong, Selangor, Malaysia

1 day ago

Job description

Manager, Customer Experience & Support Operations

The Manager, Customer Experience & Support Operations plays a pivotal role in guaranteeing a seamless & high‑quality experience for both drivers & passengers. This leadership position involves managing a dedicated team and is essential for upholding operational efficiency & fostering service enhancements through close collaboration with various cross‑functional teams.

Key Responsibilities

Team Leadership & Operational Management : Lead, mentor & supervise the customer experience & support team. Oversee daily operations, including structured shift planning & handovers using prepared reports & slides. Ensure minimum staffing levels are met across all shifts. Maintain a daily task tracker by completing, checking & escalating unresolved issues.
Driver & Partner Support : Collaborate directly with the driver team to identify & resolve performance issues, providing guidance & suggesting corrective training. Support partner bookings & VIP clients to ensure proper handling & timely driver assignments.
Performance Monitoring & Reporting : Monitor KPIs such as response time, resolution rate, NPS & CSAT. Prepare & submit daily, weekly & monthly reports summarizing shift activities, challenges & key metrics for senior management.
Data‑Driven Improvements : Work closely with the data team to analyze insights & identify trends. Proactively analyze recurring issues & propose long‑term solutions to enhance the driver & passenger experience. Be a strong thought leader & partnership for app‑based & product‑based improvements.
Issue Escalation & Resolution : Act as final point of escalation for critical cases, including delays, driver / passenger disputes & other high‑priority issues. Ensure all cases are resolved following established SOPs. Maintain accurate case logs in the Control Tower system for visibility & follow‑up.
Cross‑Functional Collaboration : Partner with the Product Manager to raise Jira tickets for bug fixes & enhancement requests. Work closely with the Business & Operations teams to align support efforts with company goals & objectives.
Process Enhancement : Continuously improve workflows, SOPs & communication channels to enhance service quality & efficiency.

Qualifications

Experience : 5+ years in a customer service, operations or CRM management role, with at least 2‑3 years in a managerial capacity. Experience in ride‑hailing or e‑commerce industries is a significant advantage.

Degree Holder

Technical Skills : Proficiency in Google Workspace (Docs, Sheets, Slides, Gmail); GSheets essential. Experience with Looker Studio dashboards. Salesforce or similar CRM platforms a plus. Building powerful user stories / insights via slides & presentations a plus. Familiarity with Jira or other ticketing systems a good skill to have.

Core Values

Strong commitment to a customer‑first mindset, leading by example.

Outstanding communication & stakeholder management abilities.

Proactive & meticulous in approach, always seeking improvements.

Leadership & Management : Strong thought leader with dedication & passion. Proven skills in team management, shift planning & mentoring. Ability to lead by example & keep managers & leaders updated.

Problem‑Solving & Collaboration : Ability to collaborate effectively with diverse teams (Product, Data, Business, Operations, Customer Happiness).

Operational Excellence : Responsible & consistently delivers on time. Knowledge of user journey management & app‑based experience is essential.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Strategy / Planning, Management & Customer Service

Industries

Travel Arrangements & Technology, Information & Media

Location

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Operation Manager • Puchong, Selangor, Malaysia

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