Operations Lead/Manager

Ru9 is Vietnam’s leading Direct-to-Consumer (D2C) brand, specializing in premium sleep products such as mattresses, pillows, and bedding accessories. With a mission to bring better sleep to everyone, Ru9 has been growing rapidly across online, offline, and omnichannel platforms. We are looking for an Operations Manager to lead and optimize our operations, ensuring seamless execution and efficiency as we scale.

1. Oversee and Optimize Business Operations (40%)

• Manage and improve daily operations across key functions, including production, logistics, warehouse management, and customer service.
• Collaborate with team leaders to ensure all processes run smoothly and meet company standards.
• Analyze and redesign workflows to improve operational efficiency and reduce costs.
• Develop and enforce standard operating procedures (SOPs) to maintain consistency and quality across all operations.

​​2. Manage Fulfillment (25%)

• Monitor and improve key KPIs and SLAs, such as delivery lead time, on-time delivery rate, order accuracy, inventory health, and fulfillment cost.
• Resolve operational issues related to delivery failures, returns, and customer complaints in coordination with Customer Service.
• Analyze logistics and fulfillment data and provide regular insights and recommendations to the CEO.

3. Drive Strategic Projects and Initiatives (20%)

• Lead the implementation of strategic initiatives such as new technology systems (e.g., ERP, inventory management tools) to enhance operational efficiency.
• Collaborate with the CEO to execute long-term plans for scaling and optimizing Ru9’s operations.
• Identify and implement new opportunities for growth, such as streamlining supply chain processes or expanding capabilities to support omnichannel sales.

4. Data Analysis and Reporting (10%)

• Monitor key performance indicators (KPIs) for operations, including delivery times, inventory turnover, and customer satisfaction.
• Use data-driven insights to make informed decisions and present recommendations to the CEO.
• Prepare and deliver regular reports on operational performance and efficiency.

5. Leadership and Team Development (5%)

• Build, mentor, and manage a high-performing operations team.
• Provide guidance, training, and support to team members to help them achieve their goals.
• Foster a culture of innovation, accountability, and continuous improvement.

Key Performance Indicators (KPIs)

• Operational Efficiency: Reduced costs and improved productivity across key departments.
• Process Optimization: Implementation of new workflows and tools that reduce delays or inefficiencies.
• Order Fulfillment Accuracy: High percentage of on-time and error-free deliveries.
• Customer Satisfaction: Positive feedback and resolution of customer issues within SLAs.
• Team Performance: Achievement of departmental goals and milestones.

Experience

• 4+ years of experience in operations management, retail operations, supply chain, or a related field.
• Proven track record of managing and optimizing operations in D2C, retail, e-commerce, or manufacturing businesses.
• Experience in working with and implementing operations technology, such as ERP systems or warehouse management tools.
• Familiarity with inventory management, production planning, and customer service processes.

Skills

• Strong leadership and people management skills, with the ability to motivate and develop teams.
• Analytical mindset with experience in data analysis, reporting, and decision-making.
• Excellent project management skills, with the ability to manage multiple priorities and meet deadlines.
• Proficiency in tools and software such as Asana, Trello, or ERP systems.
• Exceptional communication and problem-solving skills.

Education

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain Management, or a related field.