Head of Operations

We’re looking for an experienced Operations lead to join one of Southeast Asia’s fastest-growing online businesses as Head of Operations / General Manager. In this cross-functional role, you will have the opportunity to lead a high-calibre operations team and guide their performance across customer support, vendor engagement & new product campaigns.

Your key responsibilities:

1) To oversee the acquisition, engagement, and performance of the company’s vendor network, which will involve:

• Coordinating effective job fulfilment strategies, looking into commission rates for completed job as well as revenue & profit per job (basic P&L management)
• Ensuring the job distribution algorithms, processes and infrastructure are working at its optimum stage
• Managing the billing and collection of payments from the customer or vendor side
• Aligning with the data, finance, product, engineering and marketing teams on product design, including product user experience, operational and productivity efficacy and revenue uplift
• Guide special projects and campaigns for new service types and offerings, including pricing data and promotions

2) To manage customer support metrics and customer satisfaction ratings:

• Providing support to the team leads on cases and issues reported by customers
• Managing the shifts and responsibilities of the customer support team
• Decision making on escalated cases

What you’ll need:

• Enhanced experience in operations management (supply chain management preferred). Even better if you’ve been a leader for operations with a digital start-up business!
• Exposure to marketing/tech/product design/pricing strategies highly regarded
• Experience managing cross-functional teams of larger than 10 heads
• Understanding of customer support infrastructure, SOP framework design, and KPIs
• Strong communications skills and commercial acumen to be able to work across departments
• Proven effective management techniques to manage junior to mid-level executives with an emphasis on training and development
• Proven success in improving operational efficiency and user experience, modifying business models and revenue streams

If you consider yourself to have a practical & scalable skillset that is strongly aligned with the above, we’d love to hear from you!

Apply online or send your CV to rceline@welovesalt.com

Salt is acting as an Employment Agency in relation to this vacancy.