Head of Customer Operations

About the role

The organisation is seeking an experienced leader to head Customer Operations for a major public‑transport network in Singapore. Reporting to senior leadership, you will ensure safe, reliable and customer‑centric services across a 24/7 environment.

Key responsibilities

• Lead customer operations across the network, guaranteeing safe and efficient passenger movement.
• Own incident and emergency management, service recovery and operational readiness.
• Coordinate with internal teams, government agencies and transport partners to maintain operational continuity.
• Drive continuous improvement initiatives, staff capability development and performance management.
• Implement safety and customer‑service programmes in line with regulatory requirements.

Required profile

• Significant experience leading large‑scale 24/7 operations in transportation, aviation, infrastructure, logistics, hospitality, emergency response or similar customer‑facing environments.
• Proven track record managing incidents, disruptions and crisis situations with multi‑stakeholder coordination.
• Strong leadership, communication and stakeholder‑management abilities.
• Ability to make sound decisions under pressure and drive operational excellence.

Required skills