Head of Customer Operations

Head of Customer Operations

About the Company

Our client is a leading operator within Singapore’s public transportation sector, responsible for delivering safe, reliable and customer-centric services across a large-scale transportation network. As part of its continued commitment to operational excellence and customer experience, the organisation is seeking an experienced operations leader to oversee critical frontline operations within a complex 24/7 environment.

Responsibilities

Reporting to senior leadership, you will lead customer operations across the network, ensuring the safe and efficient movement of passengers while maintaining high service standards. You will take ownership of incident and emergency management, service recovery, operational readiness, stakeholder coordination and regulatory engagement, working closely with internal teams, government agencies and transport partners to ensure operational continuity and a positive commuter experience. You will also drive operational improvements, staff capability development, performance management and the implementation of safety and customer service initiatives.

Requirements

You possess significant experience leading large-scale 24/7 operations within transportation, aviation, infrastructure, logistics, hospitality, emergency response or other customer-facing operational environments. You have demonstrated success managing incidents, disruptions and crisis situations, with the ability to coordinate multiple stakeholders and make sound decisions under pressure. Strong leadership, communication, stakeholder management and operational planning capabilities are essential.

To Apply

To apply, please submit your resume via link or if you have any questions, please reach out to Tahmid Bin Zafar at tz@kerryconsulting.com, quoting the job title 35971.