Director of Operations

As the Operations Manager in the e-commerce domain, your role will involve managing end-to-end operations, implementing company-wide strategies, and aligning with stakeholders to make decisions for operational activities and set strategic goals. Your main responsibility will be planning and monitoring the day-to-day running of the business to ensure smooth progress. Additionally, you will supervise staff from different departments, provide constructive feedback, and evaluate the efficiency of business procedures for necessary improvements in line with organizational objectives. Key Responsibilities: - Oversee and enhance customer support processes to improve customer satisfaction - Review financial information and adjust operational budgets to promote profitability - Revise and formulate policies, promote implementation, and evaluate overall performance by analyzing data and metrics - Conduct follow-ups with corporate clients and foster relationships with decision-makers for new business opportunities Qualifications Required: - Bachelor's degree or above - 10+ years of experience in Customer Experience Management and Shared Services for domestic or international markets in a contact center environment - Experience in the E-commerce domain preferred - Proven track record of managing projects involving 1000+ FTEs - Strong financial management skills, including budgeting, margins, and profit and loss (P&L) statements - Strong negotiation and business management skills, analytical thinking, proactive attitude, and exceptional written and verbal communication skills - Excellent interpersonal skills, teamwork mindset, attention to detail, productivity, accountability, and ability to work under tight deadlines when needed - Working knowledge of data analysis, performance metrics, and operational metrics advantageous for this position,