Customer Operations Officer

Job Description

Location: Seletar, Singapore

Only candidates with the legal right to work in Singapore will be considered. Please note that applicants without this eligibility will not be considered.
 

Why join Rolls-Royce?

At Rolls-Royce we are proud to be a business that has truly helped to shape the modern world and are committed to always being a force for progress; powering, protecting and connecting people everywhere. By joining Rolls-Royce, you'll have the opportunity to work on world-class solutions, supported by a culture that believes individuality is our greatest strength, and all perspectives, experiences and backgrounds help us innovate and enable our high-performance culture.

An exciting opportunity has arisen for a Customer Operations Officer to join our Customer Operations team in Singapore. This role is responsible for managing end-to-end customer service delivery, acting as the voice of the customer internally, and ensuring operational excellence across regional service activities.

You will work closely with cross-functional teams to support fleet performance, drive governance and planning activities, and deliver continuous improvement initiatives that enhance customer satisfaction and business outcomes.

What you will be doing:

• Act as the primary interface with customers, directly managing service delivery and supporting fleet health performance
• Serve as the voice of the customer internally, ensuring customer priorities are clearly communicated and actioned
• Coordinate with internal stakeholders across Fleet Planning, MRO, Engineering, Supply Chain, and Commercial teams to ensure seamless execution of services
• Manage customer orders, service requests, and operational activities from initiation to completion, ensuring accuracy and timeliness
• Work closely with the regional Customer team to achieve business objectives and drive customer success outcomes
• Embed and execute the Customer Operations Production System through structured governance and planning activities
• Monitor operational performance, track key KPIs, and ensure timely escalation and resolution of issues
• Drive continuous improvement initiatives, including process optimisation and customer engagement activities
• Prepare reports, dashboards, and presentations to support operational reviews and decision-making
• Maintain strong documentation standards across systems (e.g. SAP) and ensure compliance with internal processes

Position requirements:

• Diploma or equivalent in Business, Engineering, Supply Chain, or a related discipline
• 2–5 years of experience in customer operations, service coordination, or order management
• Experience in engineering, aerospace, manufacturing, or industrial environments is preferred
• Familiarity with ERP systems (e.g. SAP) and operational workflows
• Strong stakeholder management and coordination skills across multiple functions
• Ability to manage competing priorities in a fast-paced, operational environment
• Strong analytical thinking with the ability to interpret operational data

Key Skills & Competencies

Delivery & Impact

• Drives delivery of contracted services to the required quality and timelines
• Demonstrates strong problem-solving capability, with the ability to evaluate options and think strategically

Governance & Discipline

• Maintains strong management of daily operational KPIs (ERP, Offlog, Workscopes, CRCs)
• Tracks, updates, and escalates key actions effectively
• Demonstrates disciplined execution and continuously improves operational standards

Proactive Planning & Ownership

• Prioritizes tasks effectively with minimal supervision
• Independently tracks and manages key operational KPIs
• Anticipates risks and constraints, proactively driving solutions

Clarity of Thought & Synthesis

• Translates complex data into clear, concise insights and narratives
• Structures communication logically for senior stakeholders
• Confident in presenting in operational and senior review settings

Context Awareness

• Maintains awareness of performance across delivery functions (Fleet Planning, MRO, Engineering, Supply Chain, etc.)
• Understands broader operational, fleet, and business context to inform decision-making

Networking & Relationship Building

• Build strong relationships across internal and external stakeholders
• Influences stakeholders to drive alignment and action
• Leverages networks to resolve issues and improve outcomes

Meeting Facilitation

• Prepares and leads structured meetings with clear objectives and outcomes
• Manages discussions effectively and ensures accountability for follow-ups

Written Communication

• Produces clear, accurate, and structured communication (emails, reports, presentations)
• Delivers output efficiently with minimal rework

Leadership & Coaching

• Supports and coaches junior team members
• Contributes to raising overall team capability and standards

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any protected characteristics.

Relocation assistance is not available for this position.

As part of our selection process, candidates in certain locations may be asked to complete an online assessment, which can include cognitive and behavioural aptitude testing relevant to the role. If required, full instructions for the next steps will be provided.

Job Category

Service Operations

Posting Date

22 Apr 2026; 00:04