Operations Executive (Scheduling & Logistics)

About the role

You run the day-to-day operation: the installer calendar, stock and deliveries, a overseas customer support team, and every exception that falls outside automated workflows. Most routine work is already automated; the support team handles the WhatsApp front line, routine bookings and after-hours. You own everything else and keep the operation running smoothly so the founder can step out of daily ops. Most importantly, you work directly with the founder on operational excellence: spotting what is slipping, proposing fixes, and making them stick.

Key responsibilities

• Work directly with the founder on operational excellence: weekly ops review, issue log, proposed fixes, follow-through

• Translate founder decisions into team routine: briefs, SOP updates, checks that they stuck

• Review the installation, servicing and delivery calendar daily for routing, installer capacity and gaps

• Set and enforce booking rules (slots, travel time between jobs, jobs per installer per day); correct bookings that break them

• Handle escalated reschedules and last-minute changes (installer sick, customer not home, site not ready); decide what moves and ensure customer and installer are informed promptly

• Ensure next-day job confirmations to installers are complete (addresses, access notes, special requirements)

• Manage stock movement from storage to installer to customer; deliveries, restocks, filter stock for servicing

• Lead the 3 overseas support team members during office hours: daily brief, roster, answer questions, QC replies, close escalations

• Resolve escalated customer issues (complaints, special requests, service issues) via WhatsApp and phone

• Work the daily ops boards (install checks, pending bookings, unreplied chats) and clear what is stuck

About you

• Strong ownership and a drive for operational excellence; notices and fixes what is slipping
• 3 to 6 years in operations, scheduling or logistics coordination
• Home services (aircon, plumbing, renovation, furniture delivery), last-mile delivery or field service background preferred
• Experience coordinating field staff and physical stock
• Highly organised, detail-oriented, follows through to completion
• Clear written and spoken English; confident on the phone; able to brief an overseas team precisely
• Calm under last-minute changes
• Comfortable with software: WhatsApp business inbox (respond.io), online calendars (TeamUp), Google Sheets, in-house apps; picks up new tools independently
• Uses AI tools (ChatGPT/Claude) daily to work faster
• Hands-on: comfortable handling stock boxes

About us

AquaLuxe is one of the fastest-growing household water dispenser brands in Singapore, with close to 200 installations a month. We sell, install and service our own systems.