Castlery

Direct-to-consumer furniture design and manufacturing

Assistant Operations Manager - CX

Customer ExperienceConfirmed live in the last 24 hours

Full-timeJohor Bahru, Johor, MalaysiaNo salary listed

About the Job

Requirements

At least 3 years of experience managing teams in a contact centre or operations environment.
Comfort owning a busy ticket queue and keeping backlogs under control.
Strong people-management ability, including follow-through, clear direction, and holding the team accountable.
Strong stakeholder management ability to align with cross-functional teams including Retail, Logistics, Tech, and Finance.
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 the Johor Bahru office; Singapore-based candidates are welcome to apply and are expected onsite at the Johor Bahru office at least three days a week.

Responsibilities

Manage a team of 50–80 agents and team leads on a day-to-day basis.
Drive cross-functional execution of Customer Experience initiatives by aligning stakeholders, timelines, and dependencies.
Coordinate within Customer Experience with team leads, subject matter experts, Quality Assurance, and Training to ensure initiatives are feasible, adopted, and sustained.
Translate Customer Experience priorities into action plans, track delivery, and remove blockers.
Surface market insights and link frontline reality with cross-functional enablers across Retail, Logistics, Tech, and Finance.
Connect policy, workflow, and compliance gaps to business impact, and drive fixes, tool improvements, and audit readiness.
Own market relationships, global key performance indicators, sensitive escalations, and prioritization of Customer Experience initiatives.
Set Customer Experience communication and quality standards, own customer insight and performance reporting, and build team expertise and engagement.

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: Hab GRID, GRID Sunway, Jalan Medini Selatan 3, Sunway Iskandar, Johor Bahru
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.

About the Company

Castlery

Direct-to-consumer furniture design and manufacturing

Castlery designs and sells furniture directly to consumers, creating high-quality pieces that solve real-life living needs. Its products focus on practical features like maximizing storage in small city apartments and kid-friendly sofas, combining thoughtful design with craft and versatility. The company controls design, production, supply chain, and delivery across its growing global markets, using a mix of digital and physical retail touchpoints to reach customers. Unlike some peers that chase trends, Castlery prioritizes people-first design and purposeful function, aiming to make homes more liveable for more people worldwide.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: United States
Founded: 2013

Recently Posted Jobs

Explore more opportunities at Castlery

See more jobs