Manager, Operational Excellence & Fulfillment

Grab; Petaling Jaya; On-site; MYR 70,000 - 100,000; Full time

Job summary

A leading Southeast Asian tech company is seeking a Manager for Operational Excellence & Fulfillment to enhance operational metrics for partners in Petaling Jaya. The successful candidate will have over 6 years of experience in e-commerce operations and will be responsible for improving fulfillment reliability and scaling inventory solutions. This role includes overseeing the development of SOPs and delivering training programs, making it a crucial position for enhancing customer satisfaction.

Benefits

Term Life Insurance

Comprehensive Medical Insurance

Flexible work arrangements

Parental Leave

Volunteer leave

Grabber Assistance Programme

Qualifications

• 6+ years experience in e-commerce operations, retail supply chain, or logistics.
• Demonstrated ability to develop and implement SOPs or operational frameworks.
• Experience with operational technologies such as WMS or POS systems.

Responsibilities

• Improve key operational metrics like Order Fulfillment Rate and Item Fill Rate.
• Create and deliver training programs for operational processes.
• Analyze operational data to identify and mitigate fulfillment issues.

Skills

E-commerce operations

Process improvement

Project management

Data analytics

Supply chain management

Tools

Warehouse Management Systems (WMS)

POS systems

Picker applications

Job description

About Grab and Our Workplace

Grab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to deliver the mission of driving Southeast Asia forward by economically empowering everyone, with heart, hunger, honour, and humility.

Get to Know the Team

• The Retail Center of Excellence (COE) is a regional team driving GrabMart's growth.
• To help supermarket partners grow and support local teams with best practices and tools to succeed in their markets.
• The team meaningfully contributes in Grab's long-term success.

Get to Know the Role

• As the Manager for Operational Excellence & Fulfillment, you are the "Get the Basics Perfect" expert.
• Your mission is to create a reliable, efficient, and trustworthy fulfillment engine for our partners.
• You will oversee all programs related to improving our core operational metrics, from ensuring real-time inventory accuracy to perfecting the in-store picking process.
• Your work is the foundation upon which our entire partnership strategy is built, directly improving customer satisfaction and trust.
• You will report to the Head of Retail COE and work onsite at Petaling Jaya office.

The Critical Tasks You Will Perform

• Improve Fulfillment Reliability: You willlead regional programs to significantly improve key operational metrics, including Order Fulfilment Rate (OFR) and Item Fill Rate (IFR) with our partners.
• Scale Inventory Solutions: You will own the playbook for integrating partner systems with Grab to ensure real-time inventory accuracy, minimizing order cancellations.
• Optimize In-Store Operations: You will develop and deploy best-in-class Standard Operating Procedures (SOPs) for in-store picking, packing, and hand-off, leveraging our Picker App to drive efficiency.
• Lead Partner Enablement: You will create and deliver training programs and materials to enable country teams and partners to adopt new operational processes and technologies effectively.
• Analyze & Improve: You willdeep dive into operational data to identify the root causes of fulfillment issues and design scalable solutions to address them.

What Essential Skills You Will Need

• You have 6+ years experience in e-commerce operations, retail supply chain, or logistics, with a strong focus on process improvement and operational excellence.
• You have demonstrated ability to develop and implement SOPs, playbooks, or operational frameworks across multiple locations or teams.
• You have experience working with operational technologies such as Warehouse Management Systems (WMS), POS systems, or picker applications.
• You are able use data analytics to objectively diagnose problems and measure the impact of your initiatives.
• You have excellent project management skills and the ability to manage complex, cross-functional initiatives from ideation to execution.

Life at Grab

We care about your well-being at Grab, here are some of the global benefits we offer:

• We have your back with Term Life Insurance and comprehensive Medical Insurance.
• With GrabFlex, create a benefits package that suits your needs and aspirations.
• Celebrate moments that matter in life with loved ones through Parental and Birthday leave, and give back to your communities through Love-all-Serve-all (LASA) volunteering leave
• We have a confidential Grabber Assistance Programme to guide and uplift you and your loved ones through life's challenges.
• Balancing personal commitments and life's demands are made easier with our FlexWork arrangements such as differentiated hours

What We Stand For At Grab

We are committed to building an inclusive and equitable workplace that provides equal opportunity for Grabbers to grow and perform at their best. We consider all candidates fairly and equally regardless of nationality, ethnicity, race, religion, age, gender, family commitments, physical and mental impairments or disabilities, and other attributes that make them unique.