Head of Operations


Kuala Lumpur Permanent RM120000.00 - RM180000.00 per annum

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.

Job Information

Job Reference: JO-2005-167137
Salary: RM120000.00 - RM180000.00 per annum
Salary per: annum
Job Duration:
Job Start Date:
Job Industries: Marketing
Job Locations: Kuala Lumpur
Job Types: Permanent

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