{"id":1219543,"url":"https://alion.io/job/citadelpacific-customer-operations-manager","title":"Customer Operations Manager","company":{"id":3775795,"name":"Citadel Pacific","domain":"citadelpacific.com","url":"https://alion.io/company/citadelpacific-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jakarta, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":125000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":3027},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-25T11:41:49Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-29T09:32:18Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"The Customer Operations Manager is responsible for the oversight, coordination, and governance of multi-channel customer contact operations, covering call, live chat, and email, and acting as the single conduit between the call center and internal business functions including Operations, Operations Excellence, Marketing, Fleet, IT, and Finance.\nThe role ensures that customer inquiries (general public, loyalty, and fleet) are handled accurately and consistently through a controlled mailbox and knowledge-base model, while retaining process ownership, data control, and accountability within the organization.\nThe role also plays a key role in the transition of customer contact operations from in- house to an outsourced service provider, and oversees the Customer Success Specialist responsible for retailer-dealer, front-end coordination, acting as backup support when required.\nResponsibilities:\nMulti-Channel Call Center Oversight & Coordination\nServe as the single point of contact (SPOC) between the organization and the multi-channel call center for all customer-related communications and activities.\nOversee customer interactions across:\nVoice (call)\nLive chat\nEmail\n\nEnsure service levels, response quality, consistency, and escalation protocols are adhered to across all channels.\nAct as business owner of the call center interface, while execution remains with the service provider.\nTransition from In-House to Outsourced Operations\nSupport and coordinate the transition of customer contact operations from in-house to outsourced delivery.\nEnsure business processes, knowledge content, escalation paths, and controls are clearly defined, documented, and transferred.\nSupport transition readiness activities including:\nKnowledge transfer\nProcess validation\nStabilization and early-life support\n\nEnsuring accountability for customer experience and control remains within the organization during and after transition.\nKnowledge Base & Information Management\nOwn and maintain the customer-facing knowledge base, ensuring content is accurate, approved, and up to date.\nConsolidate and translate input from Operations, Operations Excellence, Marketing & Loyalty, Fleet, IT, and Finance.\nCollaborate with relevant workstreams to ensure all changes impacting customer interactions are call center-ready prior to release.\nCross-Functional Coordination & Change Readiness\nCoordinate operational, policy, campaign, or system changes impacting customer workflows.\nValidate readiness with relevant teams before deployment to customer channels.\nEscalate recurring issues, gaps, or customer pain points to appropriate functions.\nCustomer Experience & Mobility Support\nOversee the Customer Success Specialist responsible for retailer-dealer front-end (OTC) coordination.\nEnsure consistent handling of retailer and dealer inquiries.\nAct as backup support to ensure service continuity.\nProvide support to other teams such as Sales, Marketing, Convenience Retail, Fleet Solutions, and similar customer-facing functions as required by the business.\nCall Center Governance, Data & Access Control\nEnsure customer operations comply with:\nCompany policies and procedures\nData privacy and customer information standards\nApproved customer communication and escalation guidelines\n\nEnsure reports or data required by the call center are provided through controlled and approved channels.\nEnsure the call center does not have authority to extract or download customer or system data beyond approved scopes.\nGovernance, approvals, and sign-offs must not be delegated to the service provider.\nCustomer Experience & Continuous Improvement\nMonitor customer feedback, inquiry trends, and complaint patterns across all channels.\nIdentify root causes and improvement opportunities.\nWork with Operations Excellence to drive process improvements and standardization\nGovernance, Risk & Compliance\nMaintain documented workflows, escalation paths, and controls.\nIdentify and escalate customer experience, service continuity, and reputational risks.\nSupport audits and control reviews related to customer operations.\nPeople Management & Team Management\nLead and manage assigned customer operations resources.\nEnsure effective performance management, including:\nObjective setting and performance reviews\nOngoing coaching and development\n\nManage performance, conduct, and disciplinary matters in line with company policies.\nPromote a service-oriented and accountable culture.\nPeople Leadership & Team Management\nLead, coach, and develop the Customer Operations Team to deliver business objectives.\nEnsure effective performance management, including:\nGoal setting and performance reviews\nOngoing feedback and coaching\nDevelopment planning and capability building\n\nManage performance, conduct, and disciplinary matters in line with company policies and local labor requirements.\nFoster a united, accountable, and high-performance culture aligned with company values of Collaboration, Innovation, Trust, and Achievement.\nGovernance, Risk & Compliance\nEnsure marketing activities comply with:\nCompany policies and procedures\nBrand licensing requirements\nData privacy and regulatory standards\n\nMaintain documented processes, approvals, and controls in line with company standards.\nIdentify and escalate marketing and brand risks, including reputational risks involving CITADEL Group or Brand Licensor.\nQualifications:\nBachelor's degree in Business, Management, Marketing, or a related field.\n5-8 years' experience in customer operations, service management, or contact center oversight, preferably in a multi-channel environment (call, live chat, email).\nExperience working with outsourced service providers and/or supporting transition from in-house to outsourced operations.\nWorking knowledge of customer journey management, escalation handling, and service-level governance.\nFamiliarity with process documentation, controls, and ISO-aligned operating environments is an advantage.\nStrong coordination, communication, and stakeholder management skills.\nGeneral Disclaimer:This role will be part of CITADEL Pacific's expanding retail fuel business in Indonesia. The successful candidate will join the team supporting the integration and future operations of our local entity. All hiring, onboarding, and employment contracts will be fully compliant with Indonesian laws and regulations. More information about this expansion could be found in the CITADEL Pacific official website: https://citadelpacific.com/news-updates/\nAboutCITADEL Pacific\nCITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.\nOur holdings range from controlling stakes in companies engaged in retail, petroleum and gas distribution, telecommunications, commercial, and industrial property, in-flight and non-in-flight catering, and manpower services. Our Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure sectors.\nWe offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.","description_format":"text","description_chars":7601,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Cybersecurity","Fossil Fuels","Data Centers & Colocation"],"lifecycle":[{"event":"open","at":"2026-09-25T11:41:49Z"}],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.72,"p_room":0.473,"age_days":5,"expected_fill_days":3,"reasons":["conf:44","velocity","win:tail"],"computed_at":"2026-10-01T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/citadelpacific-customer-operations-manager","json_url":"https://alion.io/job/citadelpacific-customer-operations-manager.json","meta":{"generated_at":"2026-10-02T00:31:33Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":454,"day_limit":5000,"remaining_today":4546,"minute_limit":60,"resets_at":"2026-10-03T00:00:00Z"}}}