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.

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 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.

UNIQUE 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.