Operation Excellence Lead

Position Description

Company: Scale Up Fulfilment Co.,Ltd.

Business Title: Operation Excellence Lead

Working Day: 5-day per week / 09.00 – 18.00 hrs.

**Based Location:**Scale Up Fulfilment Warehouse – Onnut, Bangkok.

Report to:                        Customer Operation Manager/ Dot-line CEO

Company Overview:

Scale Up Fulfilment is a fast-growing ecommerce fulfillment company providing end-to-end solutions for online retailers. We’re committed to seamless operations and exceptional service, allowing our clients to focus on growing their businesses. We're now looking for a motivated and detail-oriented Ecommerce Customer Service Executive to join our team.

Position Overview:

The Operation Excellence Lead is responsible for driving fulfilment operational excellence through effective OMS utilization, client onboarding, inventory control, and continuous process improvement. The role serves as the primary OMS super user, leading UAT, client training, and operational requirements coordination with the internal technology team. It also takes ownership of key fulfilment processes, particularly inventory accuracy, pick-face management, and replenishment, while identifying and implementing improvements to enhance productivity, service quality, and overall operational efficiency.

Key Responsibilities:

1. OMS Super User, UAT & System Improvement

• Act as the primary OMS super user, representing business and fulfilment requirements in collaboration with the internal technology team.
• Plan and execute UAT for system features, changes, integrations and bug fixes; document results and validate solutions.
• Identify workflow gaps, gather user feedback, translate business needs into system requirements, and track issues and enhancements through to resolution.

2. Client Onboarding, Training & User Support

• Lead OMS and operational onboarding for new fulfilment clients, covering system setup, workflows, integrations and go-live readiness.
• Coordinate with commercial, technology and operations teams to ensure smooth client implementation.
• Deliver OMS training and user support, and maintain relevant user guides, SOPs, checklists and training materials.

3. Fulfilment Operations Leadership

• Lead day-to-day fulfilment operations to achieve service levels, accuracy, productivity and compliance with company procedures.
• Own inventory control and accuracy, including stock location management, cycle counts and discrepancy resolution.
• Optimize pick-face design, SKU placement and replenishment processes to ensure stock availability and efficient picking.
• Monitor operational performance across receiving, storage, picking, packing, dispatch and returns; maintain SOPs and drive corrective actions.

4. Process Improvement & Critical Projects

• Identify operational bottlenecks and lead improvements in workflows, systems utilisation, warehouse layout, tools and automation.
• Drive improvement projects from root-cause analysis through implementation and performance measurement.
• Monitor relevant KPIs to improve productivity, inventory accuracy, service quality and SLA performance.
• Lead or support other critical business initiatives as assigned by management, taking ownership of deliverables and outcomes.

Qualifications:

• Bachelor’s degree in Industrial Engineering, Logistics, Supply Chain, Business Administration, or related fields.
• 1–3 years of experience in operational excellence, process improvement, or warehouse/logistics operations.
• Strong analytical, problem-solving, and project management skills; proficient in Excel and KPI analysis.
• Experience with WMS/OMS/ERP, SOP development, and Lean/Kaizen is an advantage.