Operations Director

Drive Growth. Lead Excellence. Shape Success.

Join Jobstreet Singapore's senior leadership team as Operations Director, reporting directly to the Managing Director. You'll own the complete customer journey—from first touch to long-term success—while leading 17 dynamic professionals to deliver exceptional results and strategic insights that fuel business growth.

What You'll Do

Maximize Customer Success & Revenue

• Lead comprehensive customer success initiatives to minimize churn and maximize lifetime value through proactive relationship management, strategic account planning, and predictive analytics that identify success patterns and risk factors
• Implement robust revenue risk assessment frameworks and develop targeted retention strategies, while driving customer onboarding excellence to ensure rapid time-to-value and establish key performance indicators for customer health scores and renewal rates

Optimize Lead Acquisition & Funnel Performance

• Design and optimize end-to-end lead acquisition funnels to maximize conversion rates and reduce customer acquisition costs, implementing advanced lead scoring methodologies and automated nurturing sequences that improve pipeline velocity
• Collaborate with marketing and sales teams to ensure seamless lead handoff processes and qualification criteria, while establishing feedback loops between post-sales insights and pre-sales strategies to continuously improve lead targeting and conversion

Lead Strategic Growth Initiatives & Market Expansion

• Develop and execute comprehensive growth programs that drive both new customer acquisition and existing customer expansion, leading cross-functional initiatives to identify and capitalize on emerging market opportunities
• Design customer advocacy programs including reference initiatives and case study development, while overseeing pilot programs for new products, services, and market segments that extend organizational reach and capabilities

Deliver Business Intelligence & Strategic Insights

• Provide strategic insights and recommendations to senior leadership through comprehensive analysis of operational data, developing executive dashboards that track key business metrics across the entire customer lifecycle
• Conduct market analysis and competitive intelligence to inform strategic decision-making, while establishing data governance frameworks and driving a culture of data-driven decision making across the organization

Develop High-Performing Teams & Foster Innovation

• Lead and develop a diverse team of 17 professionals across Customer Success, Business Operations, and Analytics functions, establishing clear performance expectations, career development paths, and succession planning initiatives
• Foster a collaborative culture that encourages innovation and continuous improvement, implementing effective communication structures and driving team capability building through targeted training, coaching, and professional development programs

Drive Strategic Partnership & Cross-Functional Excellence

• Serve as key strategic advisor to the Managing Director and senior leadership team on operational matters, collaborating with Sales, Marketing, Product, and Finance teams to ensure aligned execution of business strategies
• Lead cross-functional projects requiring operational expertise and coordination, while championing process improvement initiatives that enhance both operational efficiency and customer experience across all touchpoints

Your Team

Customer Success Managers focused on relationship management and retention, Business Operations specialists ensuring process excellence, Business Analysts providing data insights and performance measurement, and cross-functional project resources—all committed to delivering exceptional results and driving continuous improvement.

Essential Qualifications:

• Bachelor's degree in Business, Operations Management, Marketing, or related field; MBA preferred
• 8-10 years of progressive leadership experience in operations, customer success, or business development
• Proven track record of driving revenue growth and customer retention in B2B environments
• Experience managing large, diverse teams and complex business operations
• Strategic thinking and analytical capabilities with ability to translate data into actionable insights
• Advanced proficiency in CRM systems, business intelligence tools, and data visualization platforms
• Excellent communication and presentation skills for executive-level stakeholder engagement
• Deep understanding of customer lifecycle management and revenue operations
• Experience with lead generation, funnel optimization, and customer success management
• Strong project management capabilities and experience leading cross-functional initiatives
• Results-oriented leader with strong business acumen and customer-centric approach
• Adaptable and resilient in dynamic, fast-changing business environments

Preferred Qualifications:

• Experience in the recruitment, HR technology, or job board industry
• Knowledge of Southeast Asian business practices and market dynamics
• Background in digital transformation or business turnaround initiatives