Senior Operations Excellence Analyst

Success in this role means reduction in resolution time and resolution cost, the number of processes mapped and assigned a clear owner, on-time delivery of cross-functional projects against agreed plans, sustained adherence to the processes you introduce measured at 90 days past go-live, and business adoption of the Operations Excellence request board and prioritization process.

What you'll own:

• The link between our operational teams and the BI, E-commerce and Supply Chain Tech teams. You collect the problems, turn them into clear requirements, and work with stakeholders to decide what gets built first.
• Process mapping and documentation across quality assurance, training and regional operations, published so it doesn't disappear when someone leaves.
• Ownership of the processes that have drifted: disputes, cancellations, order changes, replacements, technician work. Find each one a named owner or decide it doesn't need one.
• Cross-functional projects from start to finish. Customer-facing digital experiences, vendor and warranty transitions, new fulfilment capability, operational dashboards. You scope it, execute it, and ensures it stabilises after launch.
• Business cases for new capability. Build the numbers with the business teams, give a clear go or no-go, then run the rollout if it's a go.
• Bringing down resolution cost and time. Work with Supply Chain Tech to find where agents get stuck reaching the right outcome and work out what would actually help.
• Building owners inside the teams you support, so mature work can be handed over.

What you need to succeed:

• You've worked in or run an operational team (customer experience, order management, warehousing or fulfilment) before moving into process and project work
• You've run cross-functional projects on your own, from defining the problem through to launch and adoption
• Hands-on process mapping. You can sit with frontline staff, figure out how the job really gets done, and write SOPs people can follow
• A record of making change stick with a frontline team, not just launching it
• You write clearly. Ambiguous problem in, one-pager or business case out.
• Open to regular travel to our Malaysia office.

Additional Details:

• Based in Singapore

Built for Real Life, Designed for What's Next

At Castlery, we've spent over a decade building a brand people love by designing furniture for real life—durable, beautiful, and made to keep up with change.

Now, we're focused on what's next: scaling with care, crafting better experiences, and growing a team that's as intentional as our design philosophy.

If you believe that good homes create good lives, come build with us.