Buyer & Seller-MY & SG

Lazada; Malaysia; On-site; MYR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Operations Manager to oversee daily operations and enhance seller and buyer experiences. This role requires a strong analytical mindset and the ability to lead cross-functional teams while adapting to business changes. The ideal candidate will have a proven track record in the contact center industry and be tech-savvy, driving automation solutions and optimizing operations. Join a fast-paced, innovative environment where your contributions will directly impact the company's success and growth.

Qualifications

• 6+ years in contact center industry, eCommerce experience preferred.
• 3+ years of managerial experience in customer operations.

Responsibilities

• Manage day-to-day operations and lead performance review meetings.
• Drive buyer and seller experience through actionable recommendations.

Skills

Analytical Skills

Communication Skills

Team Building

Project Management

Cross-team Collaboration

Operational Optimization

Tools

Microsoft Excel

Microsoft PowerPoint

Job description

Operations Excellence:

1. Hands-on management of day-to-day operations.
2. Lead, participate in, and support projects and initiatives, including transforming existing communication channels.
3. Exhibit exceptional thought leadership, growth mindset, and analytics skills to create strategic directions for re-engineering and process improvement opportunities.
4. Maintain clear and strong governance with an agile mindset while ensuring compliance with SOPs, company policies, and regulatory guidelines.
5. Lead regular operational performance review meetings with the business to provide feedback on performance and discuss continuous improvement opportunities.

Seller Experience Focused:

1. Drive buyer and seller experience by channeling feedback and pain points into actionable recommendations for short- and long-term solutions.
2. Collaborate with Regional and Product teams to develop automation solutions.
3. Be tech-savvy with a good understanding of how systems work, including information exchange and structure.
4. Demonstrate a track record of cross-team collaboration and achieving results in complex working environments.
5. Successfully adjust operations to business changes.
6. Balance operational optimization needs with long-term strategic thinking.
7. Possess strong analytical skills.

Job Requirements

1. Minimum six (6) years of work experience in the contact center industry; experience in eCommerce is an advantage.
2. Minimum three (3) years of managerial experience in customer operations, including team building and mentoring; experience with outsourced teams is a plus.
3. Be tech-savvy with a good understanding of system operations and information exchange.
4. Have a proven track record of cross-team collaboration and results in complex environments.
5. Demonstrate success in adapting operations to business changes.
6. Ability to balance operational optimization with long-term strategic planning.
7. Strong analytical skills and excellent communication skills in English.
8. Ability to succeed in a fast-paced, innovative, and evolving industry.
9. Ability to perform under pressure, be entrepreneurial, and results-driven.
10. Strong Microsoft Office skills, especially in Excel and PowerPoint.