As part of our rapid expansion, we are seeking an experienced Head ofOperations 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.
KEY RESPONSIBILITIES
Operational Execution & Process Management: Implement and optimize operational processes to improve efficiency and service quality.
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.
Team Management: Supervise theKAM team and the Customer Service Team, ensuring their alignment with business goals and operational efficiency.
Workflow Optimization: Streamline customer engagement, onboarding, support, and issue resolution processes.
Cross-functional Coordination: Collaborate with product, sales, marketing, and tech teams to align daily operations with business objectives.
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.
Quality Assurance & Continuous Improvement: Drive continuous improvement initiatives to increase automation, reduce costs, and improve partners and customer satisfaction.
Performance Monitoring & Reporting: Track operational KPIs, analyze insights, and provide regular performance reports.
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.
REQUIREMENTSMust-have:
- Minimum 7 years of experience in operations management, with at least 2 years in a managerial role.
- Experience managing operations for B2B E-commerce or logistics platforms.
- Strong ability to execute and optimize operational processes.
- Proven experience leading customer-facing teams, including Key Account Managers and Customer Service Teams.
- Data-driven mindset with strong analytical and problem-solving skills.
- Excellent communication, leadership, and organizational skills.
Nice-to-have:
- Experience in a fast-scaling startup or tech-driven business.
- Knowledge ofcustomer lifecycle management and CRM tools.
- Familiarity with international B2B trade processes and regulations.
- Understanding of e-commerce logistics and fulfillment operations.
Job Type: Full-time
Pay: 30,000,000₫ - 50,000,000₫ per month
