Director of Customer Success & Business Operations - OEM - China

A leading engineering-driven manufacturing organization is looking for an accomplished Director of Customer Success & Business Operations - OEM - China to lead a critical client-facing function across Asia.

This is far more than a traditional customer service leadership role. The successful candidate will be the central link between customers, factories, engineering, supply chain, finance, and commercial teams, ensuring business commitments are delivered while protecting profitability, service levels, and long-term customer partnerships.

If you enjoy operating at the intersection of commercial strategy, operational execution, and executive stakeholder management, this opportunity offers significant regional visibility and influence.

The Opportunity

As a key member of the Asia leadership team, you will lead a regional organization spanning China and Southeast Asia and drive excellence across customer management, order fulfillment, project coordination, escalation management, and revenue realization.

This role requires a highly commercial, hands-on leader who can navigate complex manufacturing environments, resolve challenges quickly, and build credibility with both global customers and internal stakeholders.

Key Responsibilities

Strategic Leadership

• Lead and develop a regional customer operations organization of approximately 12 professionals across Asia including China.
• Establish organizational structure, performance standards, KPIs, and best practices to support business growth.
• Drive continuous improvement initiatives to enhance customer satisfaction, operational efficiency, and profitability.
• Act as a trusted advisor to senior management on customer, operational, and market-related matters.

Commercial & Customer Management

• Own executive-level customer relationships and serve as the escalation point for key accounts.
• Drive on-time fulfillment and revenue achievement across strategic customer programs.
• Balance customer expectations with operational capabilities while safeguarding business margins.
• Support contract negotiations, commercial discussions, and business reviews with customers.

Cross-Functional Business Management

• Coordinate closely with internal Supply Chain, Purchasing, Production, Engineering, Quality, Logistics, and Finance teams.
• Lead cross-functional response efforts during supply shortages, delivery disruptions, quality concerns, and payment issues.
• Ensure risks are proactively identified and mitigation plans are implemented.
• Drive accountability across stakeholders to meet customer commitments.

Business Growth & New Programs

• Support strategic account development and identify opportunities to deepen customer engagement.
• Facilitate smooth launches of customer programs.

Job Requirements

• Diploma or Bachelor's degree or above, preferably in Engineering, Industrial Management, Supply Chain, or a related discipline.
• 10+ years of leadership experience in a customer operations, program management, account management
• Proven track record leading regional teams within an OEM, ODM or industrial manufacturing environment.
• Deep understanding of global manufacturing operations, supply chain dynamics, and order-to-cash processes.
• Strong knowledge of trade compliance, customs procedures, international logistics, and trade finance.
• Exceptional stakeholder management and customer-facing skills.
• Ability to make decisions under pressure and effectively manage business-critical escalations.
• Fluent communication skills in both English and Mandarin.
• Travel is required depending on the needs, staying in China(Guangdong Area) on weekly basis is required.