Head of Operations

Workflow Optimization: Streamline customer engagement, onboarding, support, and issue resolution processes.
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.
Cross- functional Coordination: Collaborate with product, sales, marketing, and tech teams to align daily operations with business objectives.
Quality Assurance & Continuous Improvement: Drive continuous improvement initiatives to increase automation, reduce costs, and improve partners and customer satisfaction.
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.
Problem Solving & Crisis Handling: Identify and resolve operational bottlenecks to maintain service quality.
Performance Monitoring & Reporting: Track operational KPIs, analyze insights, and provide regular performance reports.
Operational Execution & Process Management: Implement and optimize operational processes to improve efficiency and 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.
Team Management: Supervise the KAM team and the Customer Service Team, ensuring their alignment with business goals and operational efficiency.

Must- have:

Proven experience leading customer- facing teams, including Key Account Managers and Customer Service Teams.
Strong ability to execute and optimize operational processes.
Data- driven mindset with strong analytical and problem- solving skills.
Excellent communication, leadership, and organizational skills.
Experience managing operations for B2B E- commerce or logistics platforms.
Minimum 7 years of experience in operations management, with at least 2 years in a managerial role.

Nice- to- have:

Familiarity with international B2B trade processes and regulations.
Knowledge of customer lifecycle management and CRM tools.
Experience in a fast- scaling startup or tech- driven business.
Understanding of e- commerce logistics and fulfillment operations.

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

Cập nhật gần nhất lúc: 2025-09-30 12:30:03