Head of CS, CX and Operation

Job description

MyRepublic Singapore is seeking an accomplished and strategic leader to head our Customer Service, Customer Experience, and Operations functions.

The candidate must be a strategic, resilient, and effective leader who thrives in a fast-paced environment and can deliver results under pressure.

The Head of CS, CX, and Operations will ensure seamless end-to-end customer journeys, deliver operational excellence, and elevate the MyRepublic experience for both residential and enterprise broadband customers.

This role requires a balance of strategic foresight and hands-on operational leadership, with a strong focus on efficiency, service quality, and customer satisfaction.

The position is measured on market success KPIs including NPS, churn, and EBIT contribution.

How you’ll contribute to MyRepublic’s success:

• Oversee our contact centre, support channels, and service delivery teams to ensure consistent, high-quality support
• Define and track KPIs (NPS, FCR, CES, CSAT) to drive measurable improvements
• Implement escalation frameworks to ensure prompt resolution of complex cases

Customer Experience Strategy

• Own the full customer journey across onboarding, usage, and retention touchpoints
• Drive continuous improvement initiatives based on customer feedback and analytics
• Partner with Product, Sales, and Marketing to design customer-first narrative experiences that help differentiate MyRepublic

Operational Excellence

• Lead operational planning and execution for broadband and mobile services
• Ensure compliance with regulatory requirements and internal governance
• Optimize processes to reduce costs, improve efficiency, and scale operations sustainably
• Negotiate and manage vendor relationships for both technical partners and BPO service providers, ensuring quality, cost-efficiency, and alignment with MyRepublic standards
• Manage and mentor the Customer Service, Customer Experience, and Operations teams
• Foster a culture of accountability, collaboration, and innovation
• Build succession pipelines and enhance team capabilities through training and development

Cross-Functional Collaboration

• Work closely with Sales, Product, Marketing, and IT teams to align operational execution with strategic objectives
• Serve as the voice of the customer in executive discussions and decision-making forums

Benefits

• In addition to standard leave entitlements, we offer 1 day of wellness leave every quarter for your health and wellbeing
• 20 days to work from anywhere each year for flexibility while delivering work you will be proud about

We think you’ll fit in great with us if you:

• Bachelor’s degree in Business, Operations Management, or related field
• 10+ years of progressive leadership experience in operations, customer service, or CX within telco, broadband, or related industries
• Proven record of delivering operational efficiencies, improved customer metrics, and scalable processes
• Experience working with senior stakeholders, partners, and vendors on strategic collaborations
• Proficiency in Google Workspace and Microsoft Office
• Proven strategic acumen with experience leveraging operations to contribute to bottom line results
• Entrepreneurial mindset and a passion for driving customer experience and business innovation
• Excellent problem-solving, analytical, and process improvement skills
• Strong understanding of customer experience frameworks and operational KPIs
• Ability to balance strategic planning with hands-on operational management
• Strong project management skills with ability to drive execution across multiple parallel workstreams
• Leadership skills with the ability to guide and motivate large, cross-functional teams
• Strong interpersonal and communication skills to lead teams and influence stakeholders
• Strong analytical skills and comfort with financial models, contracts, performance metrics, and large datasets

Values

From being the first to launch 1Gbps broadband plans and the first network optimised broadband service for gaming in Singapore, to crafting workplace practices that put wellbeing at its core, our values guide us in everything we do at MyRepublic.

If you espouse the following, we know you would fit in great with us:

• Never Settle: We dream big.
  
  We are constantly curious and embrace bold ideas.
  
  
• Stronger Together: We create together.
  
  We win together, we fail together.
  
  We grow together, we celebrate together.
  
  We are at our strongest together.
  
  
• Empowered to Deliver: We deliver on our commitments.
  
  We are empowered to move fast and with confidence to get the right things done.
  
  
• We Care: We care for ourselves, one another and our customers.
  
  We value authenticity and embrace differences.
  
  We create the space to recharge, connect and explore to bring our best selves to work.
  
  

Job details

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Other
• Industries: Telecommunications

Required Skill Profession

Operations & Business Administration