Our client is a fast-growing and profitable tech company reshaping the restaurant industry. They believe small, independent businesses deserve the same cutting-edge tools as the big players. Their multi-product platform offers AI-enabled ordering, delivery enablement, payments, and POS software to empower mom-and-pop restaurants. Backed by a passionate team we've supported nearly 20 million customers and achieved 5x revenue growth in three years, they are now seeking an Operations & Strategy Manager, to work with the Head of Client Success in taking charge of our client support team of 15-20 rockstars. This role is critical to our next chapter of scaling and operational excellence. It is a full-time, onsite role based in Kuala Lumpur.You'll roll up your sleeves, dive into the trenches, and lead the team to crush OKRs and KPIs while delivering top-notch client experiences. This role is all about solving problems before they happen, streamlining processes with the product and engineering teams, and building a culture of learning, growth, and getting things done. If you've got leadership chops in a high-growth, product-led tech company, love data-driven decisions, and aren't afraid to pick up the phone when needed, we want you! Bonus points if you've have experience collaborating with U.S.-based clients.What You'll Do:Lead and Empower Your Team: Manage a bilingual (Mandarin and English) client support team of 15-20 members, including junior managers and team leads, to consistently meet and exceed OKR and KPI targets.Collaborate Across Functions: Partner closely with product and engineering teams to optimize processes, improve efficiency, and proactively address client issues.Foster Growth and Execution: Build a culture of continuous learning and fast-paced execution, ensuring team members are always growing and applying new skills.Motivate and Mentor: Inspire your team to stay resilient, motivated, and goal-oriented, even in high-pressure situations.Leverage Data for Impact: Use data analysis to identify trends, measure success, and drive data-informed strategies for improvement.Solve Problems Before They Happen: Anticipate potential challenges and create preventive solutions to minimize reactive support needs.Streamline for Success: Enhance support processes to ensure accuracy, speed, and alignment with our mission of delivering effortless client experiences.Share Insights with Leadership: Provide regular updates to senior leadership on team performance, challenges, and progress.Your First Year Success Will Look Like:In six months, willing and able to resolve 100% of client escalation cases when neededProject manage a client support initiative through implementation successfullyUplevel the team & establish high performing team that consistently meets/exceeds goalsCreate a clear KPI dashboard for the team and monitor them diligentlyAbout You:Bilingual Proficiency: Fluent in both English and Mandarin Chinese.Tech-Savvy Leadership: Previous experience in a high-growth tech company, ideally within a product-led support environment.Management Experience: At least 2 years of experience in a managerial role within support, product, or operations.Hands-On Approach: Willing to lead from the frontlines-ready to pick up calls, solve problems, and support your team in real time.Accountability: A track record of owning outcomes and consistently meeting hard deadlines.Project Excellence: Able to showcase high-quality projects you've delivered.Collaboration Skills: Proven ability to work cross-functionally and hold partners accountable to shared goals.Strategic Communication: Skilled in translating ideas into actionable short- and long-form plans.
