eCommerce Operations Manager

E-commerce operations

• Oversee end-to-endeCommerce order operations, including order receipt, picking, packing, dispatch, delivery, returns, and refunds
• Manage daily fulfillment performance across Lazada, Shopee, TikTok Shop, D2C websites, and other current or emerging online channels
• Coordinate with warehouse teams, 3PL providers, and last-mile delivery partners to ensure accurate and on-time order fulfillment
• Monitor operational KPIs and SLAs, including order accuracy, shipment lead time, delivery success, cancellations, returns, and logistics costs
• Ensure accurate synchronization of orders, inventory, shipment status, and returns across ERP, WMS, OMS, and eCommerce platforms
• Plan operational capacity and readiness for major campaigns, product launches, new clients, and new sales channels
• Investigate fulfillment and delivery issues, conduct root-cause analysis, and implement corrective and preventive actions
• Collaborate with Commercial, Marketing, Customer Service, Finance, Supply Chain, IT, and external partners to improve operational efficiency and customer satisfaction

Business Growth and Operational Excellence

• Support business growth by ensuring operational capacity can scale with increasing order volumes, new brands, and new sales channels
• Lead the operational setup and onboarding of new clients, marketplaces, D2C channels, products, and fulfillment models
• dentify process improvements and automation opportunities to increase productivity, reduce costs, and shorten fulfillment lead times
• Use operational data and customer insights to improve delivery experience, customer satisfaction, and repeat purchases
• Collaborate with Commercial and Marketing teams to assess campaign feasibility, forecast demand, and ensure operational readiness

Qualification

• Bachelor’s degree or higher in any fields

• E-Commerce experience (have specific knowledge of the online store, marketplace (Lazada/Shopee), or e-Retailer platforms

• Demonstrate advanced knowledge and understanding of the industry/market/competitors/customers

• Strong knowledge of end-to-end eCommerce operations, including order management, fulfillment, inventory control, last-mile delivery, returns, refunds, and D2C operations

• Hands-on experience with eCommerce platforms such as Lazada, Shopee, and TikTok Shop, as well as ERP, WMS, OMS, marketplace APIs, and reporting tools

• Demonstrate proficiencies in office productivity tools (e.g. Excel, Word and PowerPoint)

• Demonstrate fluency in local language and ideally in English, both written and spoken