Operations Transformation Manager

Job Summary

Drive operational excellence across the e-commerce business by improving end-to-end processes, translating business needs into technology solutions, and leading cross-functional change initiatives. This role works closely with Operations, Logistics, Fulfillment, Customer Service, Technology, Commercial, Marketplace, and Finance teams to improve service levels, cost efficiency, and customer experience.

Key Responsibilities

1. Operational Excellence

· Review and improve end-to-end operational processes across e-commerce operations (Retail & Marketplace), logistics, fulfillment, and customer service.

· Identify operational bottlenecks, cost drivers, SLA gaps, and improvement opportunities.

· Develop initiatives with measurable impact on cost, SLA, cycle time, productivity, and customer experience.

1. Business & Technology Coordination

· Act as the main business partner to Technology teams for new system implementations and enhancements.

· Gather and prioritize business requirements from various teams including operations, logistics, store fulfillment, and cross-functional stakeholders (Merchandise, Finance, Marketplace), and translate them into clear BRDs (business requirement description).

· Own BRD authorship and go-live readiness.

· Act as single point of escalation when business needs and tech feasibility conflict.

· Maintain and prioritize the operations technology roadmap based on business impact, urgency, and implementation effort.

1. Change Management

· Drive cross-functional alignment and communicate transformation initiatives to management and key stakeholders to ensure the successful implementation of transformation initiatives.

· Support change adoption across internal teams and external partners.

1. KPI Monitoring & Insight

· Define and monitor key operational KPIs, including SLA, return and refund rates, fulfillment cost, productivity, and campaign/coupon effectiveness, etc.

· Prepare weekly operational updates and monthly strategic insights for management/leadership.

· Translate performance trends into practical recommendations and improvement actions.

Qualifications

· Bachelor's or Master’s degree in Business, Engineering, Supply Chain, IT, or a related field.

· 5–7 years' experience in Online E-commerce, Consulting, or Digital Retail Operations.

· Hands-on experience improving Fulfillment, Logistics, or Customer Service operations.

· Proven experience as business-side counterpart to Technology team for at least one system implementation or enhancement, including BRD authorship and UAT/go-live involvement.

· Strong BRD writing and requirements-gathering skills, able to translate operational pain points into Tech requirements.

· Demonstrated ability to work cross-functionally with Merch, Finance, Tech, and Marketplace Ops without relying on hierarchy for alignment.

· Comfortable acting as escalation point when business needs and tech feasibility conflict.

· Experience presenting to senior management on change initiatives or rollout updates.

· Good command of Thai and English.