Regional Operations Manager

Delivery Hero; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global local delivery platform seeks a Regional Operations Manager in Kuala Lumpur to lead operations and project management. The role includes coordinating with various teams, ensuring merchant satisfaction, and driving process improvements. Candidates should have 5–8 years of relevant experience and a Bachelor’s degree. Proficiency in Mandarin is a plus.

Qualifications

• 5–8 years of experience in operations, preferably in SaaS, F&B tech, or POS-related environments.
• Proven ability to lead remote and regional teams.
• Proficiency in Mandarin is a plus.

Responsibilities

• Lead and manage end-to-end operations for the region.
• Monitor and improve service levels and process adherence.
• Ensure merchant satisfaction and oversee regional ticket management.

Skills

Project management

Cross-functional coordination

Analytical mindset

Communication skills

Education

Bachelor’s degree in Business, Operations, Engineering, or related field

Job description

Tabsquare is part of the Delivery Hero Group, the world’s pioneering local delivery platform. Our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Tabsquare provides AI-powered technology solutions for the F&B industry. Through Tabsquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers. TabSquare assists partner restaurants in driving higher sales, streamlining operations, and delivering an enhanced customer experience. Tabsquare is a market leader with operations in Singapore, Malaysia, Indonesia, Australia, the Philippines, Taiwan, Thailand, Hong Kong, Sweden, and the UAE. Trusted by thousands of restaurants, TabSquare's clients include well-known F&B brands such as Pizza Hut, KFC, Minor Food Group, Sushi Tei, Paradise Food Group, Japan Foods Holding, Zingrill Holdings, The Coffee Club, Old Town White Coffee, Secret Recipe, and many more. TabSquare is a wholly owned subsidiary of Delivery Hero, a global leader in the food delivery industry.

For more information, visit http://www.tabsquare.ai.

Job Description

Key Responsibilities:

We are looking for a motivated Regional Operations Manager to lead a team in-charge of implementation of TabSquare’s solution, project management and customer success. The Operations Manager will plan, document, and execute all areas of implementation, client happiness and project delivery to achieve our GMV and Revenue targets. This exciting and challenging role will be a key success factor to the company’s growth strategy in the market.

The Regional Operations Manager position involves the following duties:

• Lead and manage end-to-end operations for the region, including onboarding, deployment, and post-launch support.
• Translate company objectives into regional operational plans and KPIs.
• Monitor and improve service levels, process adherence, and response times across the region.

Cross-Functional Coordination

• Work closely with Sales, Customer Success, Product, and Technical teams to ensure seamless merchant onboarding and integration.
• Collaborate with the Product and Engineering teams to surface operational challenges and suggest scalable improvements.
• Partner with local teams to adapt and standardize processes across markets.

Merchant Success & Issue Resolution

• Ensure merchant satisfaction by establishing a strong support framework for issue resolution and escalations.
• Oversee regional ticket and incident management, driving RCA (Root Cause Analysis) and follow-up action plans.
• Track operational metrics and merchant feedback to guide continuous improvement.

Quality Control & Process Optimization

• Identify process gaps, inefficiencies, or high-friction points and lead initiatives to improve them.
• Implement SOPs, checklists, and training for deployment and support teams.
• Drive consistency in execution across outlets and markets.

People Management

• Lead and develop a high-performing regional operations team.
• Conduct regular coaching, performance reviews, and team capacity planning. Align the team with operational goals and uphold Tabsquare’s customer-centric culture.

Reporting & Insights

• Provide regular updates to leadership on operational performance, risks, and improvement plans.
• Analyze data from support tickets, deployments, and merchant feedback to identify trends and areas of concern.

Qualifications

Qualifications:

• Bachelor’s degree in Business, Operations, Engineering, or related field.
• 5–8 years of experience in operations, preferably in SaaS, F&B tech, or POS-related environments.
• Strong project management and cross-functional coordination skills.
• Proven ability to lead remote and regional teams.
• Analytical and data-driven mindset with a strong focus on process and quality.
• Excellent communication skills and stakeholder management experience.
• Proficiency in Mandarin is a plus, especially for engaging with Mandarin-speaking merchants or regional partners.