As part of our rapid expansion, we are seeking an experienced Operations Manager to oversee and optimize the operational framework of our B2B E-commerce platform. This role requires a strong executor who can drive efficiency, develop processes, and ensure smooth coordination between key departments to deliver seamless customer and business experiences.

KEY RESPONSIBILITIES

Team Leadership & Operational Excellence: Lead and inspire the Customer Service and Data Entry teams to execute day-to-day operations while maintaining and enhancing customer management processes, including documentation. Ensure that all efforts align with a robust customer management framework and support broader business objectives.

Workflow Optimization & Problem Solving: Continuously analyze and refine workflows related to customer engagement, onboarding, support, and issue resolution. Proactively identify operational bottlenecks and implement solutions to uphold service standards.

Performance Monitoring & Reporting: Track key operational KPIs, generate insights through data analysis, and deliver actionable performance reports that support strategic decision-making.

Customer Experience (CX) Mindset: Advocate for a customer-centric culture across all touchpoints. Design and evaluate customer journeys tailored to the B2B context, using CX data to inform improvements. Collaborate with cross-functional teams to enhance experience frameworks and reporting systems.

Platform Operations Oversight: Leverage your understanding of digital platforms to manage and optimize operations effectively. Use platform capabilities to streamline e-commerce functions or similar systems such as logistics, delivery, or retail operations.

REQUIREMENTS

Must-have:

Minimum 6-8 years of experience in operations management, with at least 2 years in a managerial role.

Experience managing operations for B2B E-commerce or similar platforms.

Strong ability to execute and optimize operational processes.

Proven experience leading customer-facing teams, including Key Account Managers and Customer Service Teams.

Data-driven mindset with strong analytical and problem-solving skills.

Strong grasp of CX (Customer Experience) principles in a B2B environment, including how to design and evaluate customer journeys, interpret CX data, and improve service delivery.

Excellent communication, leadership, and organizational skills.

Nice-to-have:

• Experience in a fast-scaling startup or tech-driven business.
• Knowledge of customer lifecycle management and CRM tools.
• Familiarity with international B2B trade processes and regulations.
• Understanding of e-commerce logistics and fulfillment operations.

UNIQUE BENEFITS

• Join a strong winning-spirit team of creating new business platforms for Vietnam and SEA.
• Social insurance coverage upon signing your employment contract.
• Generous leave policy: 12 annual leave days plus all Vietnamese public holidays.
• 13th-month salary (applicable from the probationary period).
• Company-provided equipment.
• Well-stocked pantry: tea, coffee, snacks, microwave, etc.
• Engaging company activities: Company trips, team-building events, regular internal events (including live music performances!), and access to company-sponsored badminton courts.