Senior Operations Manager

Manage and oversee overall omni-channel operations to ensure delivery against assigned objectives. Responsible for supervising, coordinating, and optimizing projects and initiatives within the omni-channel operations function, ensuring service consistency and operational efficiency through strong project governance and effective execution.

1. Core Operational Responsibilities

Store Operations:

• Participate in the development and implementation of omni-channel operating processes, ensuring seamless integration between online channels and physical stores.

• Manage omni-channel operational processes at store level (order processing, fulfillment, etc.) to ensure KPI achievement.

• Analyze operational performance, identify issues, and propose improvement solutions.

• Review and enhance operational processes to improve efficiency and increase automation.

• Ensure teams comply with SOPs and system processes; proactively identify and address gaps through store audits and checks.

Logistics & Last-Mile Delivery:

• Manage and optimize last-mile delivery operations to ensure on-time delivery and SLA compliance.

• Coordinate with logistics partners to optimize workflows and control costs.

• Implement technology solutions to enhance shipment tracking, delivery speed, and customer satisfaction.

2. Operational Improvement & Optimization

• Identify and plan initiatives to improve operational processes and customer experience across channels.

• Propose, plan, and support the implementation of improvement initiatives, including process automation, system integration, and workflow optimization to enhance operational performance.

3. Cross-Functional Collaboration

• Drive effective collaboration across departments (Store Operations, IT, Marketing, Customer Service, etc.) to ensure consistent execution of omni-channel operating strategies.

• Act as the central coordination point to align priorities and timelines across departments during the implementation of operational projects.

4. Reporting & Analysis

• Develop and maintain project progress and performance reports, providing clear visibility into project status, risks, and outcomes.

• Leverage data and analytics to support operational decision-making and drive continuous improvement.

5. Resource & Budget Management

• Monitor resource allocation and ensure efficient utilization across all project portfolios.

• Support budget planning, tracking, and cost control for omni-channel operational projects.

Education: Bachelor’s degree in Economics, Business Administration, Supply Chain Management, or Logistics.

Work Experience: At least 4–6 years of operational experience in e-commerce platforms, supermarkets, or retail environments. Candidates with experience in omni-channel operations or e-commerce are preferred.

Language: Working proficiency in English (verbal communication).

Technical & Office Skills: Proficiency in MS Office and operational systems such as POS, OMS, and TMS.

Attitude: High integrity, strong sense of responsibility, and a solution-oriented mindset with a continuous focus on improving operational processes.