Head of Consumer Operations

The Consumer Operations Manager, APAC drives operational efficiency, cost reduction, and customer satisfaction across 10 Asia Pacific markets. This role provides data-led leadership to improve cost to serve, boost Net Promoter Scores (NPS), and accelerate digital self-service adoption. The role is accountable for enhancing performance across all consumer service channels (voice, chat, email, digital), standardizing processes, and enabling automation to improve consistency, scalability, and customer outcomes.

• Drive Data-Driven Strategy & Execution
• Elevate Customer Experience
• Accelerate Self-Service & Automation
• Champion Change and Capability Building
• People Leadership

• 15+ years of experience in IT and/or business leadership roles driving service transformation, technology adoption, or customer operations improvements across multiple markets
• Proven experience with customer experience platforms (e.g., Microsoft Dynamics, NICE CXOne & Medallia)
• Proven ability to lead cross-functional programs that combine technology, process, and people to improve customer and business outcomes
• Strong background in managing or product-owning platforms such as CRM systems, contact center solutions, or customer-facing digital platforms
• Experience translating business strategy into technology roadmaps and delivering measurable business value
• Demonstrated success working in matrixed, regional organizations with diverse stakeholder groups
• Strong communication, stakeholder management, and change leadership skills
• Comfort working in agile environments and driving continual improvement through iterative delivery

• Data-led leadership to improve cost to serve, boost Net Promoter Scores (NPS), and accelerate digital self-service adoption
• Cost reduction, customer satisfaction, and digital self-service adoption
• Data-driven strategy and execution
• Customer experience and digital enablement
• Change and capability building
• People leadership and team development

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