Head of Quick Commerce for CX & Service Operations

Location: Singapore

Company

Local delivery platform operating across approximately 65 countries as part of a global delivery technology group.

What you will do

• Define and lead the roadmap for launching quick commerce programs in service operations.
• Own regional customer experience and service performance metrics, including contact rates, automation levels, line-of-business performance, and customer satisfaction.
• Develop strategies to improve KPIs and maintain a consistent customer experience across markets.
• Oversee shop onboarding performance and content management for partners and users.
• Partner with Product, Service Operations, and regional stakeholders on marketplace strategy, product design, policies, and process improvements.
• Lead, mentor, and develop a distributed team while prioritizing resources for scalable service performance.

Requirements

• More than 10 years of leadership experience in customer experience, operations, or service management.
• At least 5 years of experience in a multi-market or regional role.
• More than 5 years of experience managing teams across multiple countries.
• Strong analytical, communication, stakeholder management, and senior leadership influencing skills.
• Knowledge of marketplace models and customer support operations, with a track record of improving customer satisfaction and retention.

Culture & Benefits

• Work in a global delivery platform operating across approximately 65 countries.
• Collaborate with Product, Service Operations, and regional business stakeholders.
• Contribute to a high-performing and collaborative team culture.