Senior Operations Excellence Analyst

We're rethinking homes for how people really live, and we're looking for a Senior Operations Excellence Analyst to join our Operations Excellence team to help shape the future of living—one thoughtful detail at a time

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.