CSC Operations Executive

CSC Operations Executive



Location: Jakarta, Indonesia

Working Pattern: On-site/WFO, 5 days per week

At PMI, we’ve chosen to do something incredible. We’ve transformed our business and are building our future on one clear purpose—to deliver a smoke-free future.

With huge change comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.

The CSC Operations Executive is responsible for the deployment of the pre-sale/post-sale customer service and engagement across multiple categories in the business by acting as a liaison between customers and the organization through the end-to-end sales or post-sales processes: before, during and after they buy a product..

• Develop and govern contact center standards, processes, and operational policies.

• Lead day-to-day contact center operations to achieve SLAs, KPIs, and customer experience targets.

• Execute customer engagement strategies, campaigns, and omnichannel initiatives.

• Drive performance optimization, continuous improvement, and service innovation.

• Ensure financial, operational, and regulatory compliance, including budget management and data security requirements.

Skills & Capabilities

• Bachelor’s degree in Business, Management, Human Resources, Operations, or a related field.

• Demonstrated strong critical thinking and data-driven decision-making capabilities to solve complex business challenges.

• Proven ability to develop and execute a strategic vision aligned with organizational objectives.

• Strong stakeholder engagement and influencing skills, with the ability to collaborate effectively across functions and leadership levels.

• Experience in workforce planning, including forecasting, capacity planning, and resource optimization.Hands-on experience in contact center platform management and operational support.

• Knowledge of omnichannel routing strategies and customer contact management practices.

• Proficiency in customer insights and analytics, with the ability to translate data into actionable recommendations.

• Experience managing and improving contact center performance, including service levels, productivity, and quality metrics.

• Strong vendor management skills, including performance monitoring and relationship management.

We believe that diverse perspectives and experiences make us stronger. As an equal opportunity employer, we are committed to creating a workplace where every individual feels welcomed, respected, valued, and empowered to reach their full potential.

We encourage applications from people of all backgrounds and identities, and provide reasonable accommodations to ensure an accessible recruitment process. If you need support or adjustments during your application, let us know—we’re here to help you succeed.

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