DayOne Hiring! Full Time Call Center Manager in Johor - Ricebowl

About DayOne

DayOne builds and operates hyperscale data centers across nine markets in APAC and Europe. We raised US$4.5B in Series C funding and are scaling fast across Southeast Asia. In Singapore, our home market and regional headquarters, we hold one of only four permits under Singapore's Pilot DC-CFA and are pioneering Solid Oxide Fuel Cell technology at Jurong East as a proof of concept for hydrogen-based power generation. This is where DayOne's regional strategy is shaped and where what comes next gets built first — and as the project delivery portfolio grows across markets, the internal infrastructure governing how projects are delivered has to scale with it.

Position Summary

Data Center Call Center Manager is responsible for driving customer experience transformation across DayOne Data Centers through Call Center Management & Frontline Service Delivery.

The role serves as the owner of DayOne's customer experience governance framework, ensuring consistent service delivery, continuous improvement and operational excellence throughout the customer lifecycle.

Data Center Call Center Manager

Location

Johor Bahru, Malaysia

Reporting To

Senior Director, Customer Success

Position Summary

Data Center Call Center Manager is responsible for driving customer experience transformation across DayOne Data Centers through Call Center Management & Frontline Service Delivery.

The role serves as the owner of DayOne's customer experience governance framework, ensuring consistent service delivery, continuous improvement and operational excellence throughout the customer lifecycle.

Key Responsibilities

Call Center Management & Service Operations

Lead and manage DayOne regional call center operations to ensure efficient, high-quality customer support services.

Responsibilities

• Develop and execute Call Center strategy, roadmap, and operating model.
• Manage team’s daily operations including:
• Ticket handling
• Incident escalation
• Smart Hands requests
• Customer inquiries
• Emergency communications
• Establish and monitor operational KPIs
• Conduct workforce planning and resource allocation.
• Lead call quality assurance and audit programs.
• Develop training and competency frameworks for customer-facing teams.
• Manage Business Continuity Planning (BCP) for customer support operations.
• Drive continuous process improvement and operational efficiency.
• Manage vendor relationships for call center technology and outsourcing services where applicable.

Leadership & Governance Responsibilities

• Manage and develop CSE team members.
• Define annual objectives, KPIs, and performance targets.
• Lead departmental budgeting and resource planning.
• Present customer experience insights to senior management.
• Drive cross-functional collaboration to improve overall customer outcomes.
• Foster a customer-centric culture across the organization.

Preferred Qualifications

Education

• Bachelor's Degree in Business Administration, Customer Experience, Information Systems, Engineering, or related disciplines.
• Master's Degree is an advantage.

Experience

• 8+ years in Customer Service, Customer Experience, Operations Management, or Customer Success.
• 3+ years in leadership or managerial roles.
• Experience leading Call Center or Customer Operations teams.
• B2B service industry, technology, telecommunications, or data center experience is highly preferred.
• Excellent communication and coordination skills