E commerce Operation Section Manager

The E-commerce Operations Section Manager owns the end-to-end online operation for all brands, from order receipt to delivery, returns and after-sales. This role leads the operations supervisors, manages the 3PL warehouse vendors, and makes sure every order is fulfilled on time, accurately, and at the right cost, while keeping shop performance healthy on every platform.

Key Responsibilities

1.End-to-End Order & Fulfillment Operations

• Oversee daily order flow for all brands and channels: order sync, allocation, picking, packing, dispatch and delivery.
• Make sure OMS, WMS and AP21 stock and order data are accurate and in sync with each marketplace.
• Plan capacity and manpower with the 3PL for campaigns (e.g., 9.9, 10.10, 11.11, 12.12, payday) and brand launches.
• Handle escalated order issues: lost parcels, wrong items, delayed shipments and carrier claims.
• Oversee returns, refunds and the returns-abuse / fraud detection process.

2.Warehouse & 3PL Vendor Management

• Act as the main contact for all 3PL warehouse vendors; manage the day-to-day relationship and escalations.
• Monitor vendor performance against the contract SLA (lead time, accuracy, damage/loss, stock accuracy) and run monthly performance reviews.
• Check and verify monthly 3PL invoices, raise billing disputes, and follow up on loss/damage claims within the contract terms.
• Lead stock counts (cycle count and year-end count) and reconcile stock variance and write-offs with Finance.
• Support vendor selection, onboarding, warehouse transitions and contract renewals, together with Legal and Procurement.

3.People Leadership

• Lead, coach and develop the operations supervisors; set clear priorities and hold weekly team meetings.
• Set individual KPIs/OKRs, run one-on-one reviews and complete mid-year and year-end evaluations.
• Plan manpower, shift coverage and backup for campaign periods and holidays.
• Build a successor for this role and a backup for each supervisor.

4.Performance, Reporting & Cost Control

• Own the operations dashboards and report weekly and monthly results to the Head of Online Operations.
• Monitor shop health on each platform (late shipment rate, cancellation rate, chat response, penalty points) and act before penalties happen.
• Control the operations budget: fulfillment cost per order, shipping cost, packaging and write-offs.

5.Process Improvement, SOP & Automation

• Keep all operations SOPs up to date and make sure the team follows them.
• Find manual work that can be automated or simplified (e.g., AI tools, system integration, templates).
• Share operations know-how and templates to support Vietnam and Malaysia operations