Principal, Customer Service Program Management

The Customer Service Program Team is looking for an autonomous Senior CS Program Manager to serve as a critical gatekeeper and master process architect for frontline operations. Operating with minimal oversight, you will take full ownership of designing end-to-end operational systems, leading project timeline management, and converting complex business goals into scalable workflows. You possess an exceptional ability to analyze complex data and rapidly translate insights into high-impact operational actions. When unexpected system outages or cross-functional crises arise, you will provide decisive leadership and engineer resilient, risk-mitigated workaround solutions. Ultimately, your mission is to optimize CS internal service workflows for maximum efficiency, preserve an exceptional customer experience, and ensure every launch is delivered on time with a flawless operational framework.

What you will do

• Architect Scalable Workflows: Design and own the multi-quarter process architecture roadmap for CS frontline operations, transforming complex, fragmented workflows into scalable, standardized enterprise frameworks.
• High-Velocity Data-to-Action: Build proactive analytics mechanisms to monitor operational health. Rapidly synthesize raw metrics, agent friction points, and customer feedback into immediate, actionable countermeasures.
• Fail-Safe Workarounds: Autonomously design, test, and deploy instant workaround solutions in a short period of time, ensuring frontline operations maintain continuity without sacrificing customer experience.
• Cross Functional Stakeholder Alignment: Outstanding communication and storytelling skills, capable of influencing cross-functional leadership and driving organizational change.

Basic Qualifications

• 8+ years of experience in program management, operations, process improvement, or a related function, preferably within customer service or other large-scale frontline operations.
• Proven experience independently designing and implementing end-to-end operational workflows, governance mechanisms, and scalable process frameworks.
• Strong program and project management capabilities, with a demonstrated ability to manage multiple workstreams, dependencies, risks, and timelines from planning through launch.
• Advanced analytical and problem-solving skills, with the ability to translate operational data, customer feedback, and frontline pain points into clear and actionable solutions.
• Demonstrated experience leading incident response, business continuity planning, or operational workaround development during system outages and other critical disruptions.
• Strong stakeholder management and influencing skills, with experience aligning cross-functional teams and senior leaders around complex operational changes.
• Excellent written and verbal communication skills, including the ability to present complex information through clear, compelling, and data-driven storytelling.
• Ability to operate autonomously in a fast-paced and ambiguous environment, demonstrating strong judgment, ownership, and attention to detail.
• Business-level proficiency in both English and Mandarin Chinese.

Preferred Qualifications

• Experience supporting customer service operations, contact centers, or other high-volume frontline environments.
• Experience developing multi-quarter process roadmaps and leading enterprise-wide operational transformation initiatives.
• Knowledge of Lean, Six Sigma, Agile, or other process improvement and program management methodologies.
• Hands-on experience with data visualization, dashboarding, or analytics tools such as SQL, Excel, Tableau, or Power BI.
• Experience managing system launches, tool migrations, or technology-enabled operational changes.
• Familiarity with risk management, business continuity, and change management frameworks.
• Experience working in a rapidly scaling technology, e-commerce, platform, or consumer-facing organization.