Salling Search is partnered with a globally renowned Ship Owner, to assist them in looking for a Customer Success Operations Manager for their Singapore office.
You will drive continuous improvement on existing channels and roll out new service and communication channels across the various network offices and various product scopes.
**Role Accountabilities**:
- Develop and implement rollout plans for Zendesk to owned 3rd party offices.
- Oversees the development as well as execution of a CS capability and competency training program by the CS Enablement Manager and Team.
- To support the management of agency partners in administering and maintaining contracts with guidance from the legal team.
- Accountable for the scope of work & resources assigned to the e Commerce service team.
- Lead strategic development projects enabling service delivery efficiency and increased customer satisfaction.
- Provide oversight and direction to the employees in the team in accordance with the organization's policies and procedures.
- Comply with the global safety standards, policies, and operating procedures.
**Key Qualifications**:
- Bachelor's degree preferably in Business, Shipping, Logistics, or Supply Chain.
- At least 10 years of relevant experience with a proven track record in frontline customer service or sales.
- LEAN, Agile, Six-sigma, and project management skills will be an advantage.
- Experience in managing and using large-scale CRM, customer service, case management, or ticketing platforms.
- Strong customer and sales orientation with the ability to interpret or distill requests from the field into impactful deliverables.