Customer Operations Officer

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.