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.