CÔNG TY CỔ PHẦN CÔNG NGHỆ AROBID
Head of Operations
Quận 7, Hồ Chí Minh
Tầng 2, số 799 Nguyễn Văn Linh, Phường Tân Phú, Quận 7, Thành phố Hồ Chí Minh
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Posted 2 days ago and Job expires in 1 week from now
As part of our rapid expansion, we are seeking an experienced Head of Operations 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.
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 the KAM 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.
Requirements
Must-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 of customer lifecycle management and CRM tools.
- Familiarity with international B2B trade processes and regulations.
- Understanding of e-commerce logistics and fulfillment operations.
Education
Degree
Bachelor in Business, Ecommerce, Marketing
Certification
Benefits
- Join a strong winning-spirit team of creating new business platforms for Vietnam and SEA.
- Social insurance coverage upon signing your employment contract.
- Generous leave policy: 12 annual leave days plus all Vietnamese public holidays.
- 13th-month salary (applicable from the probationary period).
- Company-provided equipment.
- Well-stocked pantry: tea, coffee, snacks, microwave, etc.
- Engaging company activities: Company trips, team-building events, regular internal events (including live music performances!), and access to company-sponsored badminton courts.
About CÔNG TY CỔ PHẦN CÔNG NGHỆ AROBID
https://topdev.vn/companies/cong-ty-co-phan-cong-nghe-arobid-952969 job opening
Industry
Thương mại điện tử/ Bán lẻ, B2B Services
Company size
25-99 Employees
Nationality
Vietnam
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