Senior Operations Manager

Key Responsibilities:

Operating ownership

• Own end-to-end fulfilment performance across

markets: order-to-delivery reliability, inventory accuracy, returns and stock loss.

• Set and enforce the operating standards (SOPs,

escalation paths, exception handling) and make sure they hold in every market, not only the strongest one.

• Own the operations cost line. Understand what

drives cost per order and be accountable for moving it.

Insight and decision-making

• Own the operations reporting layer. Define the metrics that matter, work with the data team on the dashboards, and make sure the numbers are trusted.
• Run a regular operating review: what the data says, what decision it triggers, who owns it and by when. Reporting that does not change a decision is not the job.
• Bring the analysis that settles cross-functional questions, with Commercial on stock and pricing, Finance on write-offs and claims, and Customer Experience on service outcomes.

Partner governance

• Govern 3PL warehouse and logistics partners as the client: commercial terms, SLA regime, penalty and claim mechanics, and quarterly business reviews.
• Hold partners to performance with evidence, and escalate commercially when performance does not recover.
• Lead partner onboarding, migration and exit, including the operational risk planning that goes with it.

Team building

• Build the team, not only manage it. Hire, level and develop the leads and analysts under you, and create the bench so the operation does not depend on any one person.
• Set direction the way we expect leaders to set it: why, then the goal, then the what and how. Coach the team to work the same way.
• Raise capability deliberately through structured training in data literacy, root-cause thinking and written clarity.
• Be the escalation point that resolves, not the one that forwards.

Change and projects

• Lead operational change end to end: system rollouts (OMS, WMS, ERP), new market and new partner launches, and process redesign. Each with a plan, a date, an owner and an outcome.
• Represent Operations in cross-functional and client-facing forums, including with brand partners.

Qualifications:

• Bachelor's degree in Business Administration, Supply Chain, Operations Management or a related field.
• An equivalent operating track record will be considered in place of the degree.
• Minimum 7 years in e-commerce or fulfilment operations, including at least 3 years leading a team and experience leading other managers or team leads.
• Proven experience managing 3PL and warehouse partners as the client: setting SLAs, running reviews and enforcing terms. Vendor-side or in-house warehouse experience is valuable but is not a substitute.
• Multi-market or multi-brand operating experience.
• Demonstrated cost or productivity improvement with numbers attached: the metric, the result and the period.
• Experience in a multi-brand enabler, agency or marketplace-operator model preferred (operating on behalf of brands, rather than operating an own brand).
• Hands-on marketplace operations experience with Shopee, Lazada and TikTok Shop.
• Strong project management. Able to run a plan with dependencies, dates and owners.

Technical Skills:

• Advanced Microsoft Excel, and working fluency with BI tools such as Power BI. Able to read a dashboard critically, not only receive one.
• Understanding of the data behind operations: SKU and inventory master data, order and fulfilment status flows, and reconciliation logic. SQL is an advantage.
• OMS, WMS or ERP experience, including involvement in at least one system implementation or migration.

Behavioral Skills:

• Outcome ownership. Talks in results delivered, by when and owned by whom, not in effort or activity.
• Leads with why. Sets the context and the goal before the task.
• Builds people. Track record of developing team members into bigger roles.
• Analytical judgment. Good with numbers, and knows which number matters.
• Direct and clear in speech and writing, with brand partners and internal leadership.
• Commercially confident. Can hold a firm position with a vendor without damaging the relationship.
• Consistent on timelines, and expects the same from the team.

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