Quick Commerce Operations Manager

Key Accountability Areas

Vendor Performance

• Set performance targets and drive accountability across teams to meet key operational KPIs including vendor reliability, availability, and compliance.
• Own the performance dashboard and reporting rhythm to ensure transparency and data-driven action.
• Drive partner/vendor experience to enhance their performance and satisfaction.
• Employ data-driven decision-making to develop, test, and implement performance enhancements based on market insights and vendor feedback.
• Develop tools for identifying and bridging operational gaps.
• Stay updated on local and global benchmarks for vendor performance metrics.
• Lead performance reviews with senior stakeholders and translate insights into action plans.

Project and Stakeholder Management

• Direct cross-functional initiatives with product, logistics, and operations to resolve vendor pain points and streamline fulfillment processes.
• Own end-to-end program management for new operational rollouts or process changes within Q-Commerce.
• Prepare stakeholders for upcoming changes by offering necessary training, workshops, and communications.
• Review and address change-related issues to foster a vibrant work environment and maintain morale.
• Lead initiatives to improve vendor metrics such as reliability, availability, and overall seamless experiences.
• Innovate and develop processes that scale operations effectively, boosting growth and conversion rates.
• Establish and maintain strong relationships with key internal and external stakeholders.
• Act as a key decision-maker and liaison with local and international stakeholders to ensure alignment and cooperation.
• Influence key internal and external partners, ensuring the achievement of performance metrics that contribute to high NPS and low contact rates.

Governance and Resilience

• Document and implement policies, procedures, and processes to enhance efficiency and effectiveness.
• Monitor compliance with mandatory policies and ensure adherence to ethical standards.
• Ensure operational excellence by enforcing procedural and operational compliance across the division.
• Drive operational governance by setting standard operating procedures and ensuring adoption across all relevant teams.
• Ensure risk controls and business continuity plans are embedded into vendor ops processes Budget Utilization.
• Own budget planning for vendor operations initiatives, including staffing, picker ramp-up, and cost-per-order optimization strategies.

People Management

• Build leadership bench strength by mentoring emerging leaders and driving succession planning.
• Promote a high-performance culture through structured development plans and robust performance management.
• Set clear performance objectives, provide necessary resources, and evaluate direct reports regularly while offering constructive feedback.
• Participate actively in the recruitment and selection of key talents for the operation function.
• Provide leadership by clearly defining roles, prioritizing tasks, assigning responsibilities, and overseeing workflow.
• Encourage and facilitate team engagement in improvement, innovation, and knowledge-sharing initiatives.

QUALIFICATIONS/REQUIREMENTS

Knowledge and Experience

• Proficiency in quality management, data analysis, and problem-solving and Excel.
• 4-6 years of progressive experience in operations, fulfillment, or program management, including leading teams and owning performance outcomes.
• Preferred: 2-3 years of experience in warehouse/fulfillment center management, particularly in supervising pickers.
• Excellent English communication skills, both written and spoken.
• Hands-on mentality and logical thinking skills.
• Experience in managing cross-functional initiatives and delivering business impact through operational excellence.
• Knowledge in using SQL / Big Query / Tableau / Google Studio is preferred.
• Experience in a high-growth technology-based environment or start-up environment.
• Excellent oral and written communication skills to senior leadership.

Education and Certifications

• Bachelor's Degree in Industrial Engineering, Operations Management, Project management, or a relevant field.