Operations Team Lead - Frontline & Customer Experience

Leadingnation; Hong Kong; On-site; HKD 300,000 - 420,000; Full time

Job summary

JD.com is seeking a capable supervisor to lead frontline teams within its dynamic supply chain operations in Hong Kong. You will supervise 10-15 staff, drive daily performance, coach, and ensure adherence to safety and quality standards while delivering exceptional customer experiences.

You will monitor KPIs, implement corrective actions, and collaborate with departments to optimize workflows, ensuring smooth daily operations in a fast-paced global network.

Qualifications

• Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• Minimum of 3-5 years of experience in a supervisory or team leadership role, preferably in a fast-paced retail, e-commerce, or logistics environment.
• Proven ability to lead, motivate, and develop a team.
• Strong understanding of operational processes and customer service principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Ability to work flexible hours, including evenings, weekends, and holidays, as required.

Responsibilities

• Supervise, train, and develop a team of 10-15 frontline employees, including performance reviews, coaching, and disciplinary actions.
• Monitor daily operational performance against key performance indicators (KPIs) and implement corrective actions as needed.
• Ensure adherence to company policies, procedures, and safety regulations.
• Resolve customer escalations and complex service issues efficiently and effectively.
• Optimize workflow and resource allocation to maximize efficiency and productivity.
• Identify and implement process improvements to enhance operational effectiveness and customer satisfaction.
• Collaborate with other departments to ensure seamless cross-functional operations.
• Prepare and present regular performance reports to upper management.
• Foster a positive and productive work environment that encourages teamwork and continuous improvement.

Skills

Team leadership

Performance management

Communication

Problem solving

Microsoft Office

Education

Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field

Tools

Microsoft Office Suite

Job description

JD.com is seeking a capable supervisor to lead frontline teams within its dynamic supply chain operations in Hong Kong. You will supervise 10-15 staff, drive daily performance, coach, and ensure adherence to safety and quality standards while delivering exceptional customer experiences.

You will monitor KPIs, implement corrective actions, and collaborate with departments to optimize workflows, ensuring smooth daily operations in a fast-paced global network.