CX & Live Operations Manager

5 days ago

Singapore Send Full time

CX & Live Operations Manager Own end‐to‐end support operations and live delivery dispatch. You'll run the real‐time control tower, uphold SLAs, lead peak "war‐rooms," enforce quality/safety, and turn data into daily action across merchants, customers, and riders. This is more than just a job; you'll be a key member of the core team with ownership and the opportunity to own equity shares. Key responsibilities Support & feedback management Own all inbound enquiries, feedback, incident reports, and complaints from merchants/customers/riders via chat, email, phone, and social. Maintain SLAs, tone/quality standards, and a closed‐loop improvement process (root‐cause → fix → verify). Ensure accurate tagging, notes, and dispositions; publish daily/weekly scorecards. Real‐time delivery & dispatch Operate the delivery control tower: live order queue, ETAs, rider availability, merchant prep times. Configure and optimize dispatch policies: assignment rules, batching, re‐assignment, geo‐fencing, surge/cap logic. Hit operational SLAs: order‐accept time, pickup wait, on‐time delivery, incident MTTR. Run peak "war‐rooms" (lunch/dinner): command cadence, cross‐party comms, and escalation. Quality, safety & recovery Enforce food‐handling SOPs, tamper seals, and rider/merchant safety guidelines. Execute recovery playbooks for delays/spills/missing items; issue proactive ETA updates and credits per approval matrix. Maintain fraud/abuse controls: suspicious orders, promo misuse, multi‐accounting flags. Merchant & rider operations Ensure merchant readiness: menu hygiene, prep‐time calibration, printer/tablet uptime. Monitor supply health: rider shift planning, heat‐map coverage, incentive triggers, no‐show controls. Coordinate with Product/Eng on bugs/tools; with Finance on payouts/invoices; with Compliance on safety and data privacy. Analytics & reporting Monitor live CX & delivery dashboards; set alerts and investigate spikes. Maintain dashboards/metric definitions; segment by zone/time/merchant/rider. Ship daily digest + weekly insights with owners and due dates. Run quick A/B tests; report impact. Enforce data hygiene (accurate tags, reconciliation). Requirements 4–7 years in CX/support ops and/or live/marketplace operations (food delivery, logistics, ride‐hailing, or e‐commerce preferred). Proven experience with real‐time ops, dispatch configuration, and SLA design/enforcement. Hands‐on with helpdesk/telephony (Salesforce) and dispatch/driver consoles. Strong communication under pressure; crisp incident leadership and stakeholder management. Data‐driven: comfortable with dashboards and spreadsheets (bonus: Looker/Tableau/Data Studio, SQL). Working knowledge of food safety, fraud/risk controls, and data privacy. #J-18808-Ljbffr

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