Sr Operations Manager, Executive Community Relations (APAC)

Lead and oversee operational performance and continuous improvement of Executive Community Relations support, ensuring teams meet KPIs, quality standards, and service-level requirements.

Manage and develop Customer Support Managers and Team Leads to deliver high-quality resolutions for complex customer escalations and failed support experiences.

Analyze frontline operations data and escalation trends to identify pain points, partner cross-functionally to drive process and policy improvements, and conduct monthly business reviews with stakeholders.

5+ years professional experience in high-volume customer support, operations, or service industry environment.

3+ years managing managers and leading large operational teams, specifically in complex escalations or executive-level customer support.

Strong analytical skills with comfort using spreadsheets and data to identify performance metrics like CSAT, resolution time, quality, and SLA.

Work Experience Required: Explicitly requires leadership in customer support with complex escalations, multiple shift or regional team experience is preferred but not mandatory.

Experienced leader capable of managing multiple teams across shifts or regions in high-pressure, complex customer support environments.

Skilled in using data-driven insights to improve operational performance and customer satisfaction.

Effective at cross-functional collaboration to address systemic issues and implement operational improvements.