Digital Operations Lead

Serial; Jakarta Pusat; On-site; IDR 400,000,000 - 680,000,000; Full time

Job summary

Serial is seeking a Senior Digital Operations Lead to shape the internal technology strategy and drive efficiency across critical systems. You will own roadmaps, oversee CRM/ERP and analytics platforms, and lead automation initiatives to reduce manual tasks.

You will collaborate with operations, finance, sales, and warehouse teams while mentoring a growing IT/digital ops team. A strong background in enterprise software, cloud, and data pipelines is essential for success.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business or equivalent experience.
• Experience with ERP/CRM, cloud platforms, databases and integration tools.
• Ability to guide teams and make informed decisions on APIs and automation.
• Proven track record in leading digital transformation projects.
• Strong strategic and analytical thinking.

Responsibilities

• Strategic Roadmap & Leadership: Develop and implement an internal digital operations strategy and IT roadmap aligned with growth plans.
• Internal Systems Management: Oversee CRM, ERP, WMS/OMS, POS, e-commerce platforms, cloud infra, data lake/warehouse, BI tools and more.
• Process Automation & Integration: Identify opportunities to automate workflows and integrate systems across departments.
• Data Analytics & Insights: Turn data into actionable insights using Snowflake, Airflow and Looker.
• Cross-Functional Collaboration: Liaise with operations, finance, sales, warehouse to define needs and prioritize enhancements.
• Team Building & Vendor Management: Build and lead a Digital Operations team; manage vendors and licensing.
• Change Management & Training: Drive adoption, develop training and SOPs.
• Governance & Optimization: Establish standards for data security and system performance.

Skills

IT Management

Digital Operations

Project Management

Leadership

Communication

Strategic Thinking

Problem Solving

Education

Bachelor’s degree in IS/CS/Business

Tools

AWS

SQL

Data Pipelines

Job description

• Strategic Roadmap & Leadership: Develop and implement an internal digital operations strategy and IT roadmap aligned with our growth plans and the 2026 vision. Identify pain points and pursue novel solutions to eliminate inefficiencies , ensuring technology initiatives drive business value. Provide a “technology point of view” on tool selection, solution design, and process improvement opportunities .
• Internal Systems Management: Oversee and continuously improve all internal systems, including our CRM, ERP (e.g. NetSuite), WMS/OMS, POS systems, e-commerce platforms (Shopify), knowledge management (Notion), cloud infrastructure (AWS), data lake/warehouse (Snowflake), data pipelines (Airflow), BI/analytics tools (Looker), Google Workspace, and other operational software. Ensure these platforms are optimally configured, integrated, and utilized to meet business needs.
• Process Automation & Integration: Identify opportunities to automate workflows and integrate systems across departments to reduce manual work and errors. Innovate and automate wherever possible – e.g. streamline data flow between systems (sales, finance, supply chain, etc.), implement scripts or RPA for routine tasks, and deploy integration tools to ensure data consistency. The goal is to “hunt down opportunities to use automation to reduce manual tasks” and bridge any gaps between systems, driving productivity gains.
• Data Analytics & Insights: Leverage our existing data infrastructure to turn data into actionable insights. Work with the data lake/warehouse (Snowflake) and ETL tools (Airflow) to ensure high-quality, accessible data. Oversee the creation of dashboards and reports (e.g. via Looker or similar BI tools) to empower teams with real-time information for decision-making. Ensure that internal data is being used to its full potential for performance tracking and strategic planning.
• Cross-Functional Collaboration: Work closely with all departments (operations, finance, sales, warehouse, etc.) to understand their needs and pain points. Prioritize and project-manage internal system enhancements or new implementations that benefit multiple teams. Act as the liaison between non-technical departments and technical solutions – translating business requirements into technical specifications and vice versa. Provide trusted advice and guidance to senior stakeholders on how to improve existing services and deploy new technologies to support business goals .
• Team Building & Vendor Management: Build and lead a Digital Operations (or Internal IT Systems) team as the company grows. Hire, mentor, and manage IT/digital ops staff and possibly external consultants. Establish best-practice processes for system administration, support, and project execution. Additionally, manage relationships with software vendors and implementation partners – evaluate and select vendors, negotiate contracts, and oversee successful delivery. Strategically assess tooling decisions and manage software licensing/spend, ensuring we choose solutions that fit our needs and scale with us .
• Change Management & Training: Drive user adoption of new tools and processes through effective change management. Develop training programs and documentation to help employees make the most of internal systems (e.g. CRM features, ERP workflows, collaboration platforms). Optimize and standardize usage of workplace collaboration tools (e.g. Notion, Confluence, Airtable, ClickUp) to serve as structured knowledge bases and project management systems, ensuring teams are aligned and SOPs are followed. Champion a culture of digital enablement, where teams embrace new workflows and understand the value of the tools at their disposal.
• Governance & Optimization: Establish standards and policies for internal system usage, data security, and access control in collaboration with our IT/security staff. Continuously monitor system performance and reliability, and oversee troubleshooting of any critical issues in coordination with IT support. Benchmark processes and outcomes to identify further improvement opportunities. The Digital Operations Lead is ultimately accountable for ensuring our internal technology ecosystem is robust, secure, and scalable to support business growth.
  

Responsibilities

• Strategic Roadmap & Leadership: Develop and implement an internal digital operations strategy and IT roadmap aligned with our growth plans and the 2026 vision. Identify pain points and pursue novel solutions to eliminate inefficiencies , ensuring technology initiatives drive business value. Provide a “technology point of view” on tool selection, solution design, and process improvement opportunities .
• Internal Systems Management: Oversee and continuously improve all internal systems, including our CRM, ERP (e.g. NetSuite), WMS/OMS, POS systems, e-commerce platforms (Shopify), knowledge management (Notion), cloud infrastructure (AWS), data lake/warehouse (Snowflake), data pipelines (Airflow), BI/analytics tools (Looker), Google Workspace, and other operational software. Ensure these platforms are optimally configured, integrated, and utilized to meet business needs.
• Process Automation & Integration: Identify opportunities to automate workflows and integrate systems across departments to reduce manual work and errors. Innovate and automate wherever possible – e.g. streamline data flow between systems (sales, finance, supply chain, etc.), implement scripts or RPA for routine tasks, and deploy integration tools to ensure data consistency. The goal is to “hunt down opportunities to use automation to reduce manual tasks” and bridge any gaps between systems, driving productivity gains.
• Data Analytics & Insights: Leverage our existing data infrastructure to turn data into actionable insights. Work with the data lake/warehouse (Snowflake) and ETL tools (Airflow) to ensure high-quality, accessible data. Oversee the creation of dashboards and reports (e.g. via Looker or similar BI tools) to empower teams with real-time information for decision-making. Ensure that internal data is being used to its full potential for performance tracking and strategic planning.
• Cross-Functional Collaboration: Work closely with all departments (operations, finance, sales, warehouse, etc.) to understand their needs and pain points. Prioritize and project-manage internal system enhancements or new implementations that benefit multiple teams. Act as the liaison between non-technical departments and technical solutions – translating business requirements into technical specifications and vice versa. Provide trusted advice and guidance to senior stakeholders on how to improve existing services and deploy new technologies to support business goals .
• Team Building & Vendor Management: Build and lead a Digital Operations (or Internal IT Systems) team as the company grows. Hire, mentor, and manage IT/digital ops staff and possibly external consultants. Establish best-practice processes for system administration, support, and project execution. Additionally, manage relationships with software vendors and implementation partners – evaluate and select vendors, negotiate contracts, and oversee successful delivery. Strategically assess tooling decisions and manage software licensing/spend, ensuring we choose solutions that fit our needs and scale with us .
• Change Management & Training: Drive user adoption of new tools and processes through effective change management. Develop training programs and documentation to help employees make the most of internal systems (e.g. CRM features, ERP workflows, collaboration platforms). Optimize and standardize usage of workplace collaboration tools (e.g. Notion, Confluence, Airtable, ClickUp) to serve as structured knowledge bases and project management systems, ensuring teams are aligned and SOPs are followed. Champion a culture of digital enablement, where teams embrace new workflows and understand the value of the tools at their disposal.
• Governance & Optimization: Establish standards and policies for internal system usage, data security, and access control in collaboration with our IT/security staff. Continuously monitor system performance and reliability, and oversee troubleshooting of any critical issues in coordination with IT support. Benchmark processes and outcomes to identify further improvement opportunities. The Digital Operations Lead is ultimately accountable for ensuring our internal technology ecosystem is robust, secure, and scalable to support business growth.
  

Requirements

• Education & Background: Bachelor’s degree in Information Systems, Computer Science, Business (or equivalent experience). 5-10+ years experience in roles such as IT Manager, Digital Operations Manager, Business Systems Manager, or Product Manager for internal tools. Proven track record in leading digital transformation or process improvement projects within a company.
• Technical Proficiency: Strong working knowledge of enterprise software and architecture – experience with ERP/CRM systems, cloud platforms, databases, and integration tools is essential. Familiarity with tools like AWS, SQL, and modern data pipelines is a plus. The ideal candidate can grasp technical concepts (APIs, automation scripts, etc.) enough to guide teams and make informed decisions.
• Strategic & Analytical Thinking: Demonstrated ability to develop technology strategy and align it with business objectives. Skilled in analyzing workflows and data to pinpoint inefficiencies and design better processes. Should be comfortable defining roadmaps, evaluating build-vs-buy decisions, and measuring ROI of tech initiatives.
• Leadership & Project Management: Proven experience building and leading teams (even if small), including hiring and mentoring technical staff . Excellent project management skills to juggle multiple initiatives – able to create clear project plans, coordinate cross-functional efforts, and deliver results on time. Hands‑on enough to dive into details when necessary, but also able to delegate and empower others.
• Communication & Collaboration: Outstanding communication and interpersonal skills. Able to translate technical strategy into operational impact for leadership, and also explain needs and challenges from users back to technical teams. Experience driving change across departments—engaging stakeholders, managing expectations, and ensuring everyone is on board with new processes.
• Innovation & Problem‑Solving: A proactive mindset with curiosity about new technologies and how they can solve business problems. Not afraid to “go to the root of problems” and challenge the status quo . Brings a forward‑looking approach (staying up‑to‑date on emerging tools/trends) to keep our internal operations on the cutting edge.
• Balance of Strategy and Technical Depth: This role requires a hybrid skill set – we need a strategic leader who also possesses a solid technical foundation. In practice, that means a “strategic thinker with people skills to match [their] technical depth”—someone able to set a vision, lead teams, and also understand the nuts and bolts of systems. The ideal candidate is comfortable switching between hands‑on troubleshooting and big‑picture thinking as situations demand .