Online Operation Manager

ROLE OVERVIEW

The Operation Manager serves as the central coordination point (Control Tower) for the entire Operation Team, accountable for end-to-end operational performance - from designing the operating model, to orchestrating availability (ATP) and order routing, to delivering on the service-level commitment (SLA) to customers.

The role both leads the day-to-day operations and drives the initiatives and projects that upgrade the organization's operational capability. It sits at the intersection of operational strategy and execution, requiring systems to think together with the ability to make fast decisions under pressure.

KEY RESPONSIBILITIES

1. Operating Model Design & Capability Development

• Own, deploy, and continuously optimize the operating model across the function.
• Roll out new service models such as next-day delivery, transfer stock, and ship-from-store.
• Plan and allocate resources across units, channels, and peak periods; coordinate DC and Store to balance fulfilment capacity.

2. Leading Strategic Improvement Projects

• Drive projects that solve major operational problems: inventory, availability, order routing, fulfilment, and delivery.
• Build, prioritize, and manage the operational initiative roadmap.
• Partner with the Tech team to turn solutions into operational tools and features and monitor them daily.

3. Commercial Programs & Peak Operations

• Operationalize promotional campaigns in coordination with Marketing/CRM.
• Prepare capacity plans and operational playbooks for peak seasons.

4. SLA Governance, Function-wide Performance & People Leadership

• Own and monitor the end-to-end SLA commitment (click-to-deliver) to customers.
• Govern the operational metrics system and overall team performance.
• Oversee and coordinate DC Operation, Store Operation, and Delivery & CS in daily operations.
• Make timely decisions and intervene when incidents arise.
• Lead and develop unit leads; manage the operating budget.

REQUIREMENTS

1. Education & Experience

• Bachelor's degree in Logistics/Supply Chain, Economics, Industrial Engineering, or equivalent.
• 6-8 years of experience in logistics, supply chain, or e-commerce operations, including at least 3 years managing multiple units.
• Experience in retail/FMCG/grocery spanning both physical stores and an online channel is a strong plus.

2. Knowledge & Skills

• Experience running omnichannel operations, with a solid grasp of availability (ATP) and order routing.
• Proven track record designing or rolling out new operating models, not only running existing ones.
• Proficiency with OMS (Order Management System) and WMS (Warehouse Management System); strong data-driven decision-making.

CORE COMPETENCIES

• Systems Thinking: End-to-end design and orchestration of the operations value chain, from availability to delivery.
• Orchestration & Decision-Making Under Pressure: Acts as a control tower - makes fast, sound decisions when incidents or bottlenecks arise.
• Data Fluency: Strong KPI/SLA orientation; uses operational data to drive decisions and prioritization.
• Project Management & Collaboration: Manages cross-functional initiatives and partners effectively with the Tech team to ship solutions.
• Team Leadership & Stakeholder Management: Leads and develops unit leads; manages stakeholders across functions effectively.
• Retail/FMCG Exposure (Plus): Experience across physical stores and online channels in retail, FMCG, or grocery is a strong advantage.