Operations Manager

KEY RESPONSIBILITIES- Operational Execution & Process Management: Implement and optimize operational processes to improve efficiency and service quality.
Mô tả công việcAs part of our rapid expansion, we are seeking an experienced Head of Operations to oversee and optimize the operational framework of our B2B E- commerce platform. This role requires a strong executor who can drive efficiency, develop processes, and ensure smooth coordination between key departments to deliver seamless customer and business experiences.
- Cross- functional Coordination: Collaborate with product, sales, marketing, and tech teams to align daily operations with business objectives.
- Problem Solving & Crisis Handling: Identify and resolve operational bottlenecks to maintain service quality.
- Customer Experience (CX) Mindset: Advocate for a customer- centric culture across all touchpoints. Design and evaluate customer journeys tailored to the B2B context, using CX data to inform improvements. Collaborate with cross- functional teams to enhance experience frameworks and reporting systems.
- System & Feature Enhance: collaborate with the Product/Tech teams to implement or enhance features, systems. Automate key operations where possible, ensuring smooth data flows across all systems and stakeholders.
- Performance Monitoring & Reporting: Track operational KPIs, analyze insights, and provide regular performance reports.
- Customer Management Framework: Maintain and enhance customer management processes, including documentation, playbooks, and response scenarios for Key Account Managers (KAMs) and the Customer Service Team.
- Quality Assurance & Continuous Improvement: Drive continuous improvement initiatives to increase automation, reduce costs, and improve partners and customer satisfaction.
- Workflow Optimization: Streamline customer engagement, onboarding, support, and issue resolution processes.
- Team Management: Supervise the KAM team and the Customer Service Team, ensuring their alignment with business goals and operational efficiency.

REQUIREMENTS
Must- have:
- Excellent communication, leadership, and organizational skills.
- Minimum 7 years of experience in operations management, with at least 2 years in a managerial role.
- Proven experience leading customer- facing teams, including Key Account Managers and Customer Service Teams.
- Data- driven mindset with strong analytical and problem- solving skills.
- Strong ability to execute and optimize operational processes.
- Experience managing operations for B2B E- commerce or logistics platforms.
Nice- to- have:
- Experience in a fast- scaling startup or tech- driven business.
- Familiarity with international B2B trade processes and regulations.
- Understanding of e- commerce logistics and fulfillment operations.
- Knowledge of customer lifecycle management and CRM tools.

UNIQUE BENEFITS:
- Social insurance coverage upon signing your employment contract.
- Well- stocked pantry: tea, coffee, snacks, microwave, etc.
- 13th- month salary (applicable from the probationary period).
- Join a strong winning- spirit team of creating new business platforms for Vietnam and SEA.
- Generous leave policy: 12 annual leave days plus all Vietnamese public holidays.
- Company- provided equipment.
- Engaging company activities: Company trips, team- building events, regular internal events (including live music performances!), and access to company- sponsored badminton courts.

Cập nhật gần nhất lúc: 2025-09-06 08:35:02