Operation Manager
Job Summary
The Operations Manager ensures efficient and accurate order fulfillment across multiple e-commerce platforms like TikTok Shop, Shopee, and Lazada. This role oversees the end-to-end fulfillment cycle from order receipt to dispatch and manages courier coordination, customer feedback, and post-fulfillment issues. Additionally, the position involves team management, operational reporting, and collaboration with internal units and platform representatives.
Responsibilities
- Manage end-to-end order fulfillment across e-commerce platforms
- Oversee courier dispatch, pickup scheduling, and delivery troubleshooting
- Handle post-fulfillment issues like RTS, cancellations, and refunds
- Lead teams, prepare operational reports, and monitor KPIs
Required Skills
- Bachelor’s degree in Business, Management, or related field
- Minimum 2 years in operations, supervisory, or managerial role
- Strong leadership, strategic thinking, and decision-making skills
- Understanding of KPIs and operational performance tracking
Job Details
Responsibilities & Deliverables
Responsibilities include, but are not limited to:
- 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