Job description
We’re rethinking homes for how people really live, and we’re looking for an **Assistant CX Operations Manager **to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time.
You'll be the main point of contact between the frontline team and senior management - keeping daily operations tight so the bigger picture work can move forward.
** What you'll be doing: **
- Manage a team of 50-80 agents and team leads on a day-to-day basis
- Drive cross-functional execution of CX initiatives by aligning stakeholders, timelines, and dependencies
- Coordinate within CX (TLs, SMEs, QA, Training) to ensure initiatives are feasible, adopted, and sustained
- Translate CX priorities into action plans, tracking delivery and removing blockers
- Surface market insights and act as the link between frontline reality and cross-functional enablers (Retail, Logistics, Tech, Finance)
- Link policy, workflow, and compliance gaps to business impact and drives fixes, tool improvements, and audit readiness
- Own market relationships, global KPIs, sensitive escalations, and prioritization of CX initiatives
- Set CX communication and quality standards, owns customer insight/performance reporting, and builds team expertise and engagement
What you’ll need to succeed:
- At least 3 years of experience managing teams in a contact centre or operations environment
- Comfortable owning a busy ticket queue and keeping backlogs under control
- Strong people manager. You follow through, give clear direction, and hold the team accountable
- Organized and steady under pressure
- Strong stakeholder management — able to align with cross functional teams (Retail, Logistics, Tech, and Finance etc)
- A data-driven mindset — using customer and operational insights to shape priorities and drive improvements
- Ability to build trust and capability within teams, driving engagement and adoption of change
- Open to shift work, including night shifts
- Based in or willing to relocate to our JB office. Singapore-based candidates are welcome to apply — you'll be expected to be onsite at our JB office at least 3 days a week
Position Details:
- Job Location: Infinity8 Reserve Mid Valley Southkey, Level 28
- Job Arrangement: Onsite
- Working Hours: Rotational Shift (including night shifts)
Built for Real Life, Designed for What’s Next
At Castlery, we’ve spent over a decade building a brand people love by designing furniture for real life - durable, beautiful, and made to keep up with change.
Now, we’re focused on what’s next: scaling with care, crafting better experiences, and growing a team that’s as intentional as our design philosophy.
If you believe that good homes create good lives, come build with us.