Director of Operations

• Managing end-to-end operations in the e-commerce domain.
• Implement company-wide management-approved strategies.
• Align with stakeholders to make decisions for operational activities and set strategic goals.
• Plan and monitor the day-to-day running of the business to ensure smooth progress.
• Supervise staff from different departments and provide constructive feedback.
• Regularly evaluate the efficiency of business procedures about organizational objectives and implement necessary improvements.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Review financial information and adjust operational budgets to promote profitability.
• Revise and formulate policies and promote their implementation.
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
• Conduct follow-ups with corporate clients and foster close relationships with high-level decision-makers to identify and capitalize on new business opportunities.

The Qualifications

• Bachelor’s degree or above preferred.
• 10+ years of experience in Customer Experience Management and Shared Services for domestic or international markets in a contact Centre environment
• Experience in E-commerce domain will be preferred.
• Experience managing projects of 1000+ FTEs.
• Experience in managing financials, including budgeting, margins, and profit and loss (P&L) statements.
• Strong negotiation and business management skills.
• Analytical thinking, proactive attitude, strong written and exceptional communication skills.
• Excellent interpersonal skills and teamwork mindset.
• Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
• Working knowledge of data analysis and performance and operational metrics.