Executive/ Senior Executive, Customer Engagement

This 3-years contract enjoys the same comprehensive benefits as our permanent employees, including AWS, performance bonuses, hybrid work arrangements, medical coverage, and flexi benefits.

About the Role

Are you an ambitious business graduate looking to step into a high-visibility role that bridges customer operations, data analytics, and project execution?

We are looking for a Senior Executive, Customer Engagement to drive process improvements and serve as the strategic link between our customers and internal stakeholders. In this role, you will do much more than resolve complex cases—you will identify systemic operational gaps, lead cross-functional enhancement projects, and work directly with Product, IT, and Operations teams to build scalable solutions.

1. Project Management & Process Optimization

• Drive Operational Enhancements: Lead and co-lead cross-functional initiatives to streamline workflows, eliminate service friction, and boost operational efficiency.
• Cross-Department Alignment: Partner closely with Product, IT, Operations, and Logistics to advocate for systemic fixes and co-design long-term solutions.
• Project Governance: Own project timelines, track milestones, and ensure operational improvements meet business objectives on schedule.
• Stakeholder Management: Represent the Customer Engagement function in departmental steering meetings, presenting data-backed cases for operational upgrades.

2. Advanced Customer Case Management

• Complex Case Ownership: Act as the primary escalation point for high-stakes, multi-faceted customer issues requiring advanced analytical judgment, diplomacy, and business acumen.
• Root-Cause Diagnostics: Conduct end-to-end investigations into complex failures to resolve immediate issues while preventing repeat occurrences.
• Team Empowerment & Mentorship: Guide frontline team members through complex problem-solving frameworks, building capability across the broader team to minimize future escalations.

3. Customer Case Analytics & Reporting

• Data-Driven Insights: Analyze customer touchpoint metrics, escalation trends, and ticketing data to pinpoint product bugs, system gaps, or service friction.
• Strategic Reporting: Convert operational data into clear, actionable executive summaries and recommendations for leadership.

Job Requirements

Education & Experience

• Bachelor’s Degree or Diploma in Business Administration, Operations Management, Business Analytics, or related fields.
• 1–3 years of experience in customer operations, client management, or project execution (strong internship experience in fast-paced environments considered).
• Candidates with more than 3 years of relevant experience may be considered for appointment at the Senior Executive level, subject to overall suitability and experience.

Core Competencies & Mindset

• Stakeholder & Communication Skills: Excellent verbal and written communication skills with the ability to influence cross-functional teams and convey technical details clearly.
• Analytical Aptitude: Comfortable managing and interpreting operational data (Excel/Google Sheets required; exposure to CRM systems like Zendesk or BI tools like Power BI/Tableau is a strong plus).
• Project Ownership: Proven capability to organize, prioritize, and drive initiatives independently in an evolving, fast-paced setting.
• Strategic Yet Hands-On: Able to step into granular case details to solve immediate problems while keeping the bigger picture and business goals in focus.