Manager, Shops Operation
On-siteKuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Monitor operational and commercial KPIs for longtail Shops vendors, conducting root-cause analysis to identify performance gaps driven by processes, systems, or execution quality. Translate analytical findings into scalable solutions including process improvements, automated workflows, and standardized SOPs to enhance vendor growth and efficiency. Collaborate with local teams, the Centre of Excellence, and regional stakeholders to standardize operating models and automate manual work across markets. Continuously review and optimize the longtail Shops operating model, ensuring consistent performance-management standards while maintaining close ties to operational execution.
Required Qualifications
- Experience identifying operational or commercial performance gaps
- Experience conducting root-cause analysis
- Experience developing solutions that address the underlying business problem
- Understanding of how processes, systems, people, ownership structures and execution quality collectively influence operational performance
- Comfort with analysing datasets
- Ability to identify patterns
- Ability to translate findings into clear recommendations and action plans
- Experience designing, improving or scaling operational processes
- Experience designing, improving or scaling SOPs
- Experience designing, improving or scaling workflows
- Experience designing, improving or scaling performance frameworks
- Experience managing several initiatives concurrently
- Ability to communicate complex findings clearly to both execution teams and senior stakeholders
- Comfort working across different markets, functions and cultures
- Ability to coordinate with a Centre of Excellence
- Ability to coordinate with a shared-services team
- Ability to coordinate with an outsourced operational function
- Strong attention to detail
- Ability to understand the wider commercial impact of operational decisions
- Ability to challenge existing approaches using data, evidence and structured reasoning
Desired Qualifications
- Familiarity with SQL
- Familiarity with Looker
- Familiarity with Data Studio
- Familiarity with Tableau
- Experience in one or more of the following areas: E-commerce, quick commerce, food delivery, retail or marketplace operations
- Experience in one or more of the following areas: Longtail, SMB or high-volume vendor portfolio management
- Experience in one or more of the following areas: Regional or multi-country operations
- Experience in one or more of the following areas: Centre of Excellence or shared-services operating models
- Familiarity with Salesforce
- Familiarity with CRM workflows
- Familiarity with automation
- Familiarity with vendor self-service products
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