Senior Operations & Customer Experience Manager

Company: Pawkit Pte. Ltd. (Singapore)
Location: Remote – Philippines
Employment Type: Full-time
Salary: PHP 90,000–120,000/month, depending on experience

About Pawkit
Pawkit is a Singapore-based pet technology company making professional pet care more accessible and convenient. Through our platform, we connect pet owners with trusted professionals for veterinary services, grooming, nursing, pet sitting, and other pet care services delivered to their doorstep.
As we continue to grow, we're looking for an experienced Senior Operations & Customer Experience Manager to lead our daily operations, manage our team, and build efficient, scalable processes.

Key Responsibilities
> Operations & Customer Experience

• Oversee daily operations, customer service, bookings, and service coordination.
• Ensure smooth service delivery and consistently high customer satisfaction.
• Independently resolve operational challenges, escalations, and service issues.
• Identify bottlenecks and implement improvements to operational efficiency.

> People Management & HR

• Lead and manage a distributed team across Singapore, the Philippines, and Vietnam.
• Oversee staff scheduling, attendance, leave planning, and workforce allocation.
• Conduct performance reviews, coaching, onboarding, and training.
• Address underperformance, reinforce accountability, and build a high-performing team.
• Support recruitment, HR administration, and implementation of company policies.

> SOPs & Process Improvement

• Develop, document, implement, and continuously improve SOPs.
• Establish clear workflows, responsibilities, and quality control measures.
• Identify opportunities for automation and collaborate with the technical team to improve systems.
• Ensure consistent adherence to company policies and operational standards.

> Performance & Reporting

• Establish and monitor KPIs for operational efficiency, service quality, and team performance.
• Analyse operational data, identify trends, and implement corrective actions.
• Provide regular performance reports and actionable recommendations to management.
• Take ownership of operational outcomes and drive continuous improvement.

> Requirements

• Minimum 5 years of experience in operations management, including at least 3 years managing teams.
• Proven experience managing remote or cross-functional teams.
• Strong leadership, decision-making, and problem-solving abilities.
• Demonstrated success in developing SOPs, improving workflows, and managing team performance.
• Comfortable working with CRM systems, operational dashboards, spreadsheets, and digital tools.
• Excellent written and spoken English.
• Highly organised, analytical, proactive, and capable of working independently.
• Experience in service-based businesses, healthcare, veterinary services, logistics, or technology-enabled operations is an advantage.

> Who We're Looking For

• We're looking for someone who takes ownership rather than waits for instructions.
• You should be comfortable making decisions, holding people accountable, identifying problems before they escalate, and developing practical solutions.
• This is not a role focused solely on supervising customer service agents. We're looking for someone who can build systems, develop people, and take responsibility for running the day-to-day operations of a growing company.

> What We Offer

• Competitive salary based on experience.
• Fully remote working arrangement.
• Significant autonomy and ownership over operational decisions.
• Opportunity to grow into a Head of Operations position as the company expands.

> How to Apply

• Please submit your CV and a brief introduction highlighting:

1. The largest team you've managed and your scope of responsibility.
2. An operational process you've personally improved, including measurable results.
3. An example of a difficult people-management or operational challenge you've independently resolved.