Operations Excellence:

Hands-on-management of day-to-day operations.
Lead, participate and support projects and initiatives including transforming existing communication channels.
Exceptional thought leadership, growth mindset and analytics skill to create strategic direction for re-engineering and process improvement opportunities.
Clear and strong governance with agile mindset whilst compliance of SOPs, company and regulatory guidelines/ policies.
Leading regular operational performance review meetings with business to feedback on performance and discuss continuous improvement opportunities.


Seller Experience focused:

Drive buyer & seller experience by channeling buyer & seller’s feedback and pain points into actionable recommendation for short- and long-term solution.
Working with Regional and Product teams to develop automation solutions.
Tech-savvy – good understanding of how systems work, and information exchange and structure
Track record of collaborations and get result cross-team in a complex working environment.
Demonstrated success adjusting operations to business changes.
Able to balance operational optimization needs and long-term strategic thinking.
Strong analytical skill

Minimum six (6) years of work experience in contact center industry, eCommerce will be added advantage.
Minimum three (3) years of managerial experience in customer operations environment (incl. team building and mentoring), experience with outsourced team is a plus.
Tech-savvy – good understanding of how systems work, and information exchange and structure
Track record of collaborations and get result cross-team in a complex working environment.
Demonstrated success adjusting operations to business changes.
Able to balance operational optimization needs and long-term strategic thinking.
Strong analytical skills with excellent written and verbal communication skills in English are required for this position
Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and organization
Able to deliver under pressure, entrepreneurial and results driven
Strong Microsoft Office skills (Excel and PPT)