Manager, Digital Consumer Services Operations SEA&I

You will be partnering closely with Consumer Services teams, offshore support teams, and external service providers across Southeast Asia and India. You will also work cross-functionally with internal teams across eCommerce, Stores, Legal, Finance, Supply Chain, Technology, Marketing, the Leadership Team, and the Global Consumer Services team.

You will be reporting to the Director, Digital Consumer Services SEA&I.

You are the face of our brand to the consumer, leading our Digital Consumer Services operations across Southeast Asia and India. You will possess extensive and proven customer service experience at a leadership level, supporting consumers and business stakeholders across a wide range of service and escalation scenarios. You are confident under pressure and enjoy working in a dynamic and fast-paced service environment. You demonstrate excellent professionalism and a strong understanding of customer service, contact center operations, and e-commerce KPIs.

As you work to solve consumer friction, you may be required to support critical escalations during evenings, weekends, and public holidays when issues arise. You will have solid experience working with a broad range of customer service-related scenarios and operating models, including contact center operations and third-party vendor management. You are highly analytical, continuously seeking opportunities for improvement, and leveraging technology and data to enhance consumer experience and operational performance.

Other qualification requirements include:

5+ years of experience in Customer Service, Consumer Services, Contact Center Operations, or related industries, ideally within retail or e-commerce environments

Bachelor's degree or equivalent experience, with strong communication, stakeholder management, and task management skills

Strong negotiation skills, customer empathy, and a proven ability to effectively manage consumer escalations and service recovery situations