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...