Operations Manager
Job Summary
The Operations Manager ensures efficient, accurate, and customer-responsive order fulfillment across platforms like TikTok Shop, Shopee, and Lazada. This role oversees the end-to-end fulfillment cycle from order receipt to dispatch and coordinates closely with warehouse and fulfillment teams. Additionally, the position handles courier coordination, team management, and post-fulfillment issues such as returns and refunds.
Responsibilities
- Manage end-to-end order fulfillment
- Coordinate dispatch and courier pickup
- Handle RTS, cancellations, and refunds
- Lead and mentor operations teams
Required Skills
- Bachelor's degree in Business or related field
- Minimum 2 years operations experience
- Strong leadership and communication
- KPI tracking and operational performance analysis
Job Details
Responsibilities & Deliverables:
- Manage and monitor the entire order fulfillment cycle both for online and offline orders.
- Coordinate with the concerned Units to ensure orders are packed and ready on time
- Oversee dispatch and courier pickup scheduling, troubleshoot delivery concerns
- Handle resolution processes with Corrective Action/Preventive Actions, for RTS, cancellations, and/or refunds in coordination with internal units and platform representatives.
- Collaborate with Platform Representatives on upcoming campaigns, volume surges, and performance metrics
- Ensure compliance with platform policies and optimize order fulfillment efficiency
- Lead team huddles and meetings to empower teams, mentor talent, and ensure operational agility.
- Prepare and submit team schedules, operational reports, and action plans to the General Manager and Operations Analyst
Benefits:
- 13th month pay
- Professional Development Training
- Medical & Healthcare Benefits through HMO
- Five (5) Annual Service Incentive Leave (SIL) Credits after one (1) year of service
Qualifications:
- Bachelor’s degree in Business Administration, Management, or a related field (required)
- Minimum of 2 years of experience in an operations role, preferably at a supervisory or managerial level
- Proven experience in a management or executive-level operations role
- Familiarity with key business functions such as marketing, human resources, sales, and finance
- Exceptional leadership, strategic thinking, and decision-making skills
- Excellent verbal and written communication abilities
- Strong understanding of KPIs (Key Performance Indicators) and experience in setting, tracking, and analyzing operational performance
- Willingness to work flexible hours if required