Customer Experience Manager

About LINE MAN Wongnai

LINE MAN Wongnai is Thailand’s Leading On-Demand Delivery and Lifestyle e-Commerce platform services. We build technology to help Thai people live better, to empower all local businesses by creating an end-to-end food ecosystem through our channel LINE MAN and Wongnai. Connected consumers, riders, and local businesses and improved the daily life of all parties with restaurants nationwide. And because we are local, we provide the deepest variety and services that are tailor-made for Thai people. 

We are looking for a transformational leader to challenge the status quo, redesign our operational foundations, and build scalable customer experience (CX) capabilities for our next stage of growth. The ideal candidate combines strategic vision with hands-on operational leadership and a strong openness to emerging technologies. Accountable for continuously modernizing our operating models, customer journeys, and organizational structures, this role ensures our support ecosystem remains agile and scalable. By leveraging customer insights, operational data, and AI, you will drive strategic improvements that enhance satisfaction, maximize efficiency, and boost long-term business performance.

What you’ll do: 

• Define and drive Customer Experience (CX) strategies aligned with company priorities and growth objectives.
• Review and redesign customer journeys, service models, operating frameworks, and support processes to improve customer experience and operational effectiveness.
• Lead large-scale transformation initiatives across people, process, technology, and operations.
• Identify customer pain points through Voice of Customer insights, operational data, and market intelligence, and translate findings into actionable improvement plans.
• Conduct competitor benchmarking and industry analysis to identify best practices and future opportunities.

Operations Leadership

• Lead end-to-end customer support operations across On-Demand Service, Merchant Digital Solution, and LINE Pay.
• Ensure operational performance targets, service quality standards, productivity goals, and customer satisfaction metrics are achieved.
• Drive continuous improvement initiatives that reduce customer contacts, operational friction, and service inefficiencies.
• Support business growth through operational readiness planning, resource planning, and scalable support models.

Cross-Functional Collaboration & Innovation

• Partner closely with Product, Engineering, Operations, Business, and Commercial teams to improve customer experience and business outcomes.
• Ensure customer insights are incorporated into product development, business planning, and operational decision-making.
• Lead cross-functional initiatives that improve customer satisfaction while enhancing operational efficiency and scalability.
• Collaborate with stakeholders to identify opportunities to leverage technology, automation, AI, and process redesign to improve customer and employee experiences.
• Foster a culture of innovation, experimentation, and continuous improvement across teams.

What you’ll need: 

• Bachelor's degree in Business, Engineering, Economics, Technology, or a related field.
• 7+ years of experience in Customer Experience, Operations, Strategy, Business Transformation, Consulting, or related areas.
• Proven experience leading large-scale operations and managing leaders across multiple levels.
• Strong analytical, strategic thinking, and problem-solving skills, with the ability to translate insights into business impact.
• Experience driving transformation initiatives, operating model redesign, process improvement, or organizational change.
• Strong stakeholder management skills and experience working cross-functionally with Product, Engineering, Operations, and Business teams.
• Experience in e-commerce, marketplace, logistics, fintech, technology, or other high-growth environments is preferred.
• Customer-centric mindset with a passion for continuous improvement, innovation, and openness to new technologies, automation, and AI-enabled ways of working.