Operation Manager

8 hours ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Arobid Full time

As part of our rapid expansion, we are seeking an experienced Operation 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

Operational Execution & Process Management:

Implement and optimize operational processes to improve efficiency and service quality.

Customer Management Framework:

Maintain and enhance customer management processes, including documentation, playbooks, and response scenarios for Key Account Managers (KAMs) and the Customer Service Team.

Team Management:

Supervise the

KAM team and the Customer Service Team, ensuring their alignment with business goals and operational efficiency.

Workflow Optimization:

Streamline customer engagement, onboarding, support, and issue resolution processes.

Cross-functional Coordination:

Collaborate with product, sales, marketing, and tech teams to align daily operations with business objectives.

System & Feature Enhance:

collaborate with the Product/Tech teams to implement or enhance features, systems. Automate key operations where possible, ensuring smooth data flows across all systems and stakeholders.

Quality Assurance & Continuous Improvement:

Drive continuous improvement initiatives to increase automation, reduce costs, and improve partners and customer satisfaction.

Performance Monitoring & Reporting:

Track operational KPIs, analyze insights, and provide regular performance reports.

Problem Solving & Crisis Handling:

Identify and resolve operational bottlenecks to maintain service quality.

REQUIREMENTS

Must-have:

  • Minimum 5 years of experience in operations management, with at least 2 years in a managerial role.
  • Experience managing operations for 
    B2B E-commerce
     or logistics platforms.
  • Strong ability to execute and optimize operational processes.
  • Proven experience leading customer-facing teams, including Customer Service Teams.
  • Data-driven mindset with strong analytical and problem-solving skills.
  • 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

  • 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.

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