Job 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.

The 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.

The 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.

Responsibilities:

Multi-Channel Call Center Oversight & Coordination

• Serve as the single point of contact (SPOC) between the organization and the multi-channel call center for all customer-related communications and activities.
  • Oversee customer interactions across:
  • Voice (call)
  • Live chat
  • Email
• Ensure service levels, response quality, consistency, and escalation protocols are adhered to across all channels.
• Act as business owner of the call center interface, while execution remains with the service provider.

Transition from In-House to Outsourced Operations

• Support and coordinate the transition of customer contact operations from in-house to outsourced delivery.
• Ensure business processes, knowledge content, escalation paths, and controls are clearly defined, documented, and transferred.
• Support transition readiness activities including:
  • Knowledge transfer
  • Process validation
  • Stabilization and early-life support
• Ensuring accountability for customer experience and control remains within the organization during and after transition.

Knowledge Base & Information Management

• Own and maintain the customer-facing knowledge base, ensuring content is accurate, approved, and up to date.
• Consolidate and translate input from Operations, Operations Excellence, Marketing & Loyalty, Fleet, IT, and Finance.
• Collaborate with relevant workstreams to ensure all changes impacting customer interactions are call center-ready prior to release.

Cross-Functional Coordination & Change Readiness

• Coordinate operational, policy, campaign, or system changes impacting customer workflows.
• Validate readiness with relevant teams before deployment to customer channels.
• Escalate recurring issues, gaps, or customer pain points to appropriate functions.

Customer Experience & Mobility Support

• Oversee the Customer Success Specialist responsible for retailer–dealer front-end (OTC) coordination.
• Ensure consistent handling of retailer and dealer inquiries.
• Act as backup support to ensure service continuity.
• Provide support to other teams such as Sales, Marketing, Convenience Retail, Fleet Solutions, and similar customer-facing functions as required by the business.

Call Center Governance, Data & Access Control

• Ensure customer operations comply with:
  • Company policies and procedures
  • Data privacy and customer information standards
  • Approved customer communication and escalation guidelines
• Ensure reports or data required by the call center are provided through controlled and approved channels.
• Ensure the call center does not have authority to extract or download customer or system data beyond approved scopes.
• Governance, approvals, and sign-offs must not be delegated to the service provider.

Customer Experience & Continuous Improvement

• Monitor customer feedback, inquiry trends, and complaint patterns across all channels.
• Identify root causes and improvement opportunities.
• Work with Operations Excellence to drive process improvements and standardization

Governance, Risk & Compliance

• Maintain documented workflows, escalation paths, and controls.
• Identify and escalate customer experience, service continuity, and reputational risks.
• Support audits and control reviews related to customer operations.

People Management & Team Management

• Lead and manage assigned customer operations resources.
• Ensure effective performance management, including:
  • Objective setting and performance reviews
  • Ongoing coaching and development
• Manage performance, conduct, and disciplinary matters in line with company policies.
• Promote a service-oriented and accountable culture.

People Leadership & Team Management

• Lead, coach, and develop the Customer Operations Team to deliver business objectives.
• Ensure effective performance management, including:
  • Goal setting and performance reviews
  • Ongoing feedback and coaching
  • Development planning and capability building
• Manage performance, conduct, and disciplinary matters in line with company policies and local labor requirements.
• Foster a united, accountable, and high-performance culture aligned with company values of Collaboration, Innovation, Trust, and Achievement.

Governance, Risk & Compliance

• Ensure marketing activities comply with:
  • Company policies and procedures
  • Brand licensing requirements
  • Data privacy and regulatory standards
• Maintain documented processes, approvals, and controls in line with company standards.
• Identify and escalate marketing and brand risks, including reputational risks involving CITADEL Group or Brand Licensor.

Qualifications:

• Bachelor's degree in Business, Management, Marketing, or a related field.
• 5–8 years' experience in customer operations, service management, or contact center oversight, preferably in a multi-channel environment (call, live chat, email).
• Experience working with outsourced service providers and/or supporting transition from in-house to outsourced operations.
• Working knowledge of customer journey management, escalation handling, and service-level governance.
• Familiarity with process documentation, controls, and ISO-aligned operating environments is an advantage.
• Strong coordination, communication, and stakeholder management skills.

General 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/

About CITADEL Pacific

CITADEL 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.

Our 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.

We 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.