Regional Hub Operations Manager

14 hours ago

Hà Nội, Vietnam Shopee Full time

Department Operations- LevelExperienced (Team Lead)- LocationVietnam - Hanoi

The Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud. ** 1.Regional Leadership & Strategy**- Lead North-region operating model and annual execution plan aligned with national strategy.
- Drive region-wide cost-service-people balance; own P&L levers (productivity, rider scheme efficiency, infrastructure footprint, quality cost)
- Identify growth opportunities, structural upgrades, and network expansion needs across provinces.
- Serve as the escalation point for operational risks, volume surges, and crisis situations.-
- **2. Operational Excellence & Performance Management**- Own daily/weekly operational KPIs: on-time performance, failed delivery rate, loss rate, CS rate, productivity.
- Implement SOP consistency across all provinces; partner with Sorting Operations Center (SOC) & Transportation to close structural gaps.
- Lead continuous improvement initiatives — process simplification, cost optimisation, and cross-functional issue solving.
- Monitor hub health: facility readiness, compliance, audit results, safety, asset & material management.-
- **3. People Leadership & Culture**- Manage a team of thousands of staff and riders through AOMs, Supervisors, Leads.
- Build a high-ownership, accountable, and collaborative culture across the region.
- Mentor and coach AOMs for planning, data-driven decision making, and stronger stakeholder management.
- Lead communication cadence: weekly business reviews, performance deep-dives, and cross-functional syncs.
- Promote fairness, transparency, and balanced workload across provinces.-
- **4. Cross-Functional Collaboration**- Work closely with BI/FP&A on forecasting, budgeting, and regional cost management.
- Coordinate with Product teams on feature rollouts, pilot evaluations, and system performance.
- Partner with Infrastructure for hub opening, relocation, and condition upgrades; ensure timely readiness.
- Align with the HR on capacity fulfillment, people capability building, engagement, and disciplinary cases.
- Reporting weekly/ monthly to higher management on regional updates.-
- **Requirements**:

- **Must have**- Min 7+ years of experience, with at least 5 years of experience in logistics, e-commerce, express delivery, FMCG, or similar large-scale field operations is mandatory and at least 4 years in a leadership role managing a team.
- Strong business acumen, planning, analytical, problem-solving, and data-driven decision-making skills.
- Strong leadership and managerial skills to manage big teams and drive collaboration and synergy across different teams
- Proven fast learner; able to adapt in an agile environment.
- Ability to travel extensively within Northern provinces (30-50% time)-
- **Nice to have**- Degree in Business Administration, Supply Chain Management, Engineering or relevant disciplines is advantageous
- Proven track record managing large teams and multi-location operations.
- Familiarity with cost-optimisation, process re-engineering, or network design.
- English communication

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