Customer Satisfaction Program Manager

Location Singapore
Discipline Information & Communications Technology
Job Reference BBBH139095_1718183959
Salary S$6000 - S$8000 per month
Consultant Name Claudia Kueh Kee Jinq
Consultant Email [email protected]
Consultant Contact No. 65515579
EA License No. 02C3423
Consultant Registration No. R1880247

Job responsibilities

  • Utilize critical thinking to analyze multi-source data and trends, drawing conclusions to drive business outcomes across global programs
  • Generate regular CSAT reports and perform detailed analysis to identify trends, patterns, and areas for improvement.
  • Connect operations quality gaps to process, product & behavioral issues and drive analysis and actionable projects across internal operations and product teams
  • Identify appropriate data sources, extract data for analysis, and independently apply analytics tools to generate insights.
  • Execute or lead quality assessments as per the framework across set product attributes on Advertisement products
  • Conduct thorough analysis of assessment scores and trends in Customer Experience and Product failure points across Process, Product, and operational policies.
  • Provide guidance and support to vendors to maintain adherence to quality standards and ensure measurable and trackable coaching mechanisms
  • Gather insights from internal and external teams, and amalgamate them for actionable insights.
  • Translate insights into an executable plan and advocate for implementation with key stakeholders.
  • Develop and implement comprehensive training programs in line with organizational objectives, collaborating with subject matter experts to create training content and materials.


  • Bachelor's Degree with a minimum of 4 years' of relevant experience, preferably from a tech customer support vendor program.
  • Analytical experience solving problems using data and providing actionable business insights
  • Proficient in data analytics tool such as MS Excel
  • Knowledge in visualization tools (e.g. Tableau/Power BI)
  • Experience in resolving and communicating issues with both technical and non-technical audiences
  • Excellent oral and written communication skills
  • Domain knowledge in Advertisement tech/digital technology is a plus