{"id":3313166,"url":"https://alion.io/job/castlery-assistant-operations-manager-cx","title":"Assistant Operations Manager, CX","company":{"id":175018,"name":"Castlery","domain":"castlery.com","url":"https://alion.io/company/castlery","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Johor Bahru, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2874},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-04-01T07:51:07Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-28T21:09:38Z","board_verified":true,"closed_at":null,"days_open":210,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":209},"description":"We’re rethinking homes for how people really live, and we’re looking for an Assistant CX Operations Manager to join our Customer Experience team to help shape the future of living - one thoughtful detail at a time. \nYou'll be the main point of contact between the frontline team and senior management - keeping daily operations tight so the bigger picture work can move forward.\nWhat you'll be doing:\nManage a team of 50-80 agents and team leads on a day-to-day basis\nDrive cross-functional execution of CX initiatives by aligning stakeholders, timelines, and dependencies\nCoordinate within CX (TLs, SMEs, QA, Training) to ensure initiatives are feasible, adopted, and sustained\nTranslate CX priorities into action plans, tracking delivery and removing blockers\nSurface market insights and act as the link between frontline reality and cross-functional enablers (Retail, Logistics, Tech, Finance)\nLink policy, workflow, and compliance gaps to business impact and drives fixes, tool improvements, and audit readiness\nOwn market relationships, global KPIs, sensitive escalations, and prioritization of CX initiatives\nSet CX communication and quality standards, owns customer insight/performance reporting, and builds team expertise and engagement\nWhat you’ll need to succeed: \nAt least 3 years of experience managing teams in a contact centre or operations environment\nComfortable owning a busy ticket queue and keeping backlogs under control\nStrong people manager. You follow through, give clear direction, and hold the team accountable\nOrganized and steady under pressure\nStrong stakeholder management - able to align with cross functional teams (Retail, Logistics, Tech, and Finance etc)\nA data-driven mindset - using customer and operational insights to shape priorities and drive improvements\nAbility to build trust and capability within teams, driving engagement and adoption of change\nOpen to shift work, including night shifts\nBased in or willing to relocate to our JB office. Singapore-based candidates are welcome to apply - you'll be expected to be onsite at our JB office at least 3 days a week\nPosition Details:\nJob Location: Hab GRID, GRID Sunway, Jalan Medini Selatan 3, Sunway Iskandar, Johor Bahru\nJob Arrangement: Onsite\nWorking Hours: Rotational Shift (including night shifts)\nBuilt for Real Life, Designed for What’s Next\nAt Castlery, we’ve spent over a decade building a brand people love by designing furniture for real life - durable, beautiful, and made to keep up with change.\nNow, we’re focused on what’s next: scaling with care, crafting better experiences, and growing a team that’s as intentional as our design philosophy.\nIf you believe that good homes create good lives, come build with us.","description_format":"text","description_chars":2719,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Singapore","iso":"SG","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Furniture"],"lifecycle":[{"event":"open","at":"2026-10-27T04:03:30Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.309,"p_room":0.28,"age_days":209,"expected_fill_days":57,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/castlery-assistant-operations-manager-cx","json_url":"https://alion.io/job/castlery-assistant-operations-manager-cx.json","meta":{"generated_at":"2026-10-29T00:17:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":310,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":175018},"rest":"https://alion.io/mcp/rest/get_company?id=175018"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcastlery-assistant-operations-manager-cx"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcastlery-assistant-operations-manager-cx"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcastlery-assistant-operations-manager-cx"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/castlery-assistant-operations-manager-cx\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcastlery-assistant-operations-manager-cx"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3313166}},{"tool":"search_jobs","arguments":{"company":"castlery.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3313166},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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