Head Of Operations
Head Of Operations
We are looking for a Head of Operations to lead Customer Operations and the broader Operations teams across Flo’s business teams. The role will also drive operational improvements especially in collaboration with the tech team with a focus on automation and improving workflow.
"It's surely our responsibility to do everything within our power to create a planet that provides a home not just for us, but for all life on Earth."
David Attenborough
About Flo
Hi, we’re Flo, and we are on a mission to switch as many people and businesses as possible to clean, renewable energy.
We do that by making clean energy as affordable as conventional energy, investing deeply in technology to provide a delightful product experience to our customers and keep our cost structure low so that the savings can be passed back to our customers. And yes, it’s possible!
We are pushing boundaries and breaking conventions of the traditional power industry. To do so, we are looking for folks who share our passion for technology, sustainability & people. You might be the one we are looking for :)
Find out more about us on https://floenergy.sg/business/about
What you will be doing:
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Manage the Customer Operations Team
Large business customers
Build and lead the Customer Operations team to support the regulated SME segment, and from 2026, residential customers
Manage the accounts receivable team
Manage back office operations
Set up and continuously improve operational processes, automating workflows wherever possible using Salesforce.
Act as both a team leader and a strategic operator — responsible for building and developing high-performing teams, while also identifying structural inefficiencies and improvement opportunities across the operational landscape
Work closely with the Tech team to translate operational needs into smart, scalable solutions — including automation initiatives — to enhance efficiency and resilience
Supported by the Tech team, implement and scale AI-driven tools to enhance customer support experience and proactively manage complaints.Build and grow the Operations team from its current size to a high-performing unit of 20–30 people to support all customer segments.
Ensure excellent customer experience by defining and monitoring service KPIs and quality standards.
Lead cross-functional collaboration with Sales, Product, and Tech teams to resolve customer issues and improve service delivery.
Develop and maintain playbooks, escalation protocols, and training materials to ensure consistency and service quality across all customer touchpoints.
Identify and implement best practices, tools, and technologies to increase operational efficiency and effectiveness.
Continuously analyze performance metrics, root causes of customer issues, and implement process improvements.
Drive a customer-first culture and inspire the team to go above and beyond in delivering service excellence.
Work together with the Compliance Team to oversee compliance with regulatory and internal requirements for customer data, processes, and communication.
You will be a good candidate if you have:
Bachelor’s degree in Business Administration, Operations Management, or a related field; MBA or equivalent is preferred.
8–12 years of progressive experience in operations, including 3+ years in a senior leadership role.
Proven experience in scaling operations in a growing organization.
Strong analytical and problem-solving skills with a data-driven mindset.
Excellent communication, leadership, and organizational skills.
Experience CRM platforms and business intelligence tools.
Ability to thrive in a fast-paced, dynamic environment.
Culture and benefits:
Get involved in product development from the ground up to chart the future of Flo.
Work in an open-minded and dynamic environment with a talented team.
Budget and time to take on professional development courses and team outings.
Enjoy an attractive compensation package, generous time-off and work-life balance.
Equal Opportunity Employer Statement
We are committed to building diverse teams and creating an inclusive workplace that enables all our employees to perform at their best, regardless of nationality, ethnicity, religion, age, gender identity or sexual orientation. We are dedicated to creating a work environment where everyone is treated with respect and dignity, and where all employees have the opportunity to reach their full potential. We believe each individual's uniqueness is invaluable and helps make our company better.