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Full-time
Posted 33d ago
~40 hrs/week
Responsibilities
Manage a team of 50-80 agents and team leads to ensure daily operations and ticket queues are handled efficiently. Act as the primary link between frontline staff and senior management while overseeing performance and resource planning.
Requirements
Requires at least 3 years of experience managing teams in a contact center or operations environment. Candidates must be comfortable with shift work, including nights, and be able to work onsite in Johor Bahru.
Full 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.
We design furniture that solves real-life problems – with inventiveness, versatility and craft.
Industry
Retail
Company size
201-500 employees
Founded
2013
Headquarters
Singapore
LinkedIn followers
14,696
Castlery is a furniture design brand focused on solving real-life problems with high-quality, thoughtfully designed pieces.
From maximising storage in city apartments to building sofas that let kids be kids, our design philosophy puts people first – not trends or industry norms. We blend inventiveness, versatility and craft to bring comfort, beauty and function into homes around the world.
As a direct-to-consumer brand, we manage the full spectrum – from design and production to supply chain and delivery management, across a growing network of digital and physical retail touchpoints.
Founded in Singapore, Castlery now has a global presence spanning multiple markets – and we’re just getting started.
We’re a team of designers, thinkers, problem solvers and doers who believe in creating products with purpose, and making homes more liveable for more people. If that sounds like you, let’s talk.
Singapore: www.castlery.com/sg
United States: www.castlery.com/us
Australia: www.castlery.com/au
Canada: www.castlery.com/ca
How many Administrative jobs are open in Johor Bahru, Malaysia right now?
There are currently 83 open administrative positions in Johor Bahru, Malaysia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Administrative roles in Johor Bahru, Malaysia?
Companies currently hiring include KPJ Selangor Specialist Hospital, JLL, TechnipFMC, Castlery, Masimo, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Administrative jobs in Johor Bahru, Malaysia?
Yes — 6 of the 83 open administrative positions offer remote or hybrid work (4 remote, 2 hybrid).
How do I apply for Administrative jobs in Johor Bahru, Malaysia?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.