Operations Leader: Scale Systems & KPIs

Hiredly; Shah Alam; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jora Malaysia is seeking a senior leader to transform a founder-led setup into a systemized, KPI-driven organization. You will translate strategic direction into operational execution, establish department accountability, and strengthen SOP discipline while guiding the company through scalable growth.

You will drive cross-functional collaboration across sales, outlets, customer service, and training, building dashboards and performance routines.

Qualifications

• Minimum 5 to 8 years of experience in operations management, business operations, retail operations, service operations, sales operations, or general management.
• At least 2 to 3 years of people management experience.
• Experience managing or coordinating multiple departments, outlets, teams, or business functions.
• Strong experience in SOP development, KPI tracking, project management, and execution follow-up.
• Proven ability to work in a growing company environment where systems are still being built.
• Able to manage both business execution and people accountability.
• Strong communication skills with the ability to work directly with Founder/CEO and department heads.
• Comfortable handling resistance, underperformance, unclear responsibilities, and fast-changing priorities.
• Strongly Preferred Industry Background: Beauty / skincare; Aesthetic / medical aesthetic; Beauty salon chain; Wellness / spa / personal care; Retail chain; FMCG; Pharmacy channel / health & beauty retail; E-commerce / online sales; Direct sales or sales-driven service business; Education/training center operations; Multi-outlet service business.

Responsibilities

• The main mission of this role is to help the company transition from a founder-driven organization into a system-driven, KPI-driven, SOP-driven, and professionally managed company.
• Translate business direction into operational execution, building department accountability, improving SOP discipline, strengthening management routines, and helping the company scale from around 70 people to the next stage without operational chaos.
• Lead and monitor key internal improvement projects; break projects into timelines, owners, deliverables, and review points; follow up with department owners to ensure execution; escalate major delays or risks to the Founder/CEO.
• Build simple but effective business dashboards and reporting routines; track key metrics such as sales performance, outlet performance, customer service quality, training completion, inventory/logistics issues, project progress, and team productivity.
• Coach department heads to improve planning, reporting, problem-solving, and team management; build a culture of ownership, accountability, punctual follow-up, SOP discipline, and result orientation.

Skills

Operations management

People management

Cross-department coordination

SOP development

KPI tracking

Project management

Execution discipline

Stakeholder management

Change management

Job description

Jora Malaysia is seeking a senior leader to transform a founder-led setup into a systemized, KPI-driven organization. You will translate strategic direction into operational execution, establish department accountability, and strengthen SOP discipline while guiding the company through scalable growth.

You will drive cross-functional collaboration across sales, outlets, customer service, and training, building dashboards and performance routines.