{"id":3327515,"url":"https://alion.io/job/bjak-customer-experience-manager-service-excellence-operations","title":"Customer Experience Manager (Service Excellence & Operations)","company":{"id":12599,"name":"Bjak","domain":"bjak.my","url":"https://alion.io/company/bjak","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":81,"open_postings":85,"ghost_share":0,"stale_share":0.976,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Petaling Jaya, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-27T07:50:30Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-05T12:48:31Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"About BJAK\nThe original mission of BJAK is we believe people deserve smarter ways to plan, save and grow their money. This is the origin of our name.\nStarted in 2019, we built the first mobile-first, insurance platform, enabling insurance to be accessible online by millions in the region. Today, its the leading insurance platform in Southeast Asia.\nToday, we are expanding ways to help people in the region - this includes spending, saving, investing, exchanging, travelling, and more. Our mission is help people get more from their money every day.\nWe have teams working around the world, with over 20 nationalities from our offices and remotely, who truly enjoys their work. We are looking for the most talented and driven people we can find. We are looking for people who work for their passion, not counting hours. Who loves building great next-generation products, not status quo. Who cares about redefining how everyone around us can get the best financial applications, not for an exclusive few.\nIf you're this person, we'd love to talk to you.\nAbout the Role\nWe are looking for a Customer Experience Manager to lead our Customer Experience and Social Media teams.\nYou will be responsible for setting service standards, developing standard operating procedures (SOPs), and training teams to deliver consistent, high-quality customer service.\nWe are looking for someone with strong operational experience, ideally from banking, credit card servicing or other customer service environments with established service standards.\nWhat You'll Be Doing\nLead and manage the CX, Customer Service and Social Media teams, ensuring consistent service quality and operational performance.\n\nDevelop, implement and maintain SOPs covering customer enquiries, complaints, escalations and day-to-day service operations.\n\nTrain and coach team leads and frontline staff on service standards, communication, complaint handling and operational procedures.\n\nReview customer calls, chats and social media interactions to identify gaps and improve team performance.\n\nEstablish clear workflows, responsibilities, escalation procedures and quality standards across customer-facing teams.\n\nMonitor service performance, customer satisfaction and SOP compliance, and implement improvements where needed.\n\nWhat We're Looking For\n7+ years of experience in customer service operations, contact centre management or customer experience, including team leadership.\n\nExperience in banking, credit card servicing, financial services or other environments with high customer service standards.\n\nProven experience developing and implementing SOPs, operational workflows and service quality standards.\n\nHands-on experience training, coaching and managing frontline customer service teams.\n\nStrong understanding of customer complaints, escalations, quality assurance and service performance metrics.\n\nStrong written and verbal communication skills, with the ability to develop clear procedures and provide practical feedback.\n\nExperience managing customer interactions across phone, live chat, email and social media channels.","description_format":"text","description_chars":3093,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Malaysia","iso":"MY","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["InsurTech","Financial Comparison & Loan Marketplaces"],"lifecycle":[{"event":"open","at":"2026-10-27T10:42:05Z"}],"visa":[],"liveness":{"score":55,"band":"ok","label":"Likely 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