Senior Operation Manager (Mandarin Speaker)

1. Business Ownership & Company Performance

• Own overall company performance and profitability, including key business metrics such as GMV, take rate, and contribution margin—not merely the performance of a single function.

• Translate the CEO’s strategic direction into clear quarterly objectives and targets for each division, ensuring alignment and coordinated execution across the organization.

• Serve as the single point of accountability to the CEO for the company’s overall operations and business performance.

2. Leadership & Management Oversight

• Lead, direct, and evaluate the Managers responsible for Partnerships, Growth/Marketing, Operations, Customer Service, and other operational support functions.

• Establish clear KPIs/OKRs for each division, conduct monthly and quarterly performance reviews, and drive corrective actions when targets are missed.

• Develop management capabilities through coaching, succession planning, and, in partnership with HR, decisions on promotion, rotation, or replacement.

• Empower managers with appropriate autonomy, while stepping in primarily on cross-functional, high-risk, or matters beyond their authority.

3. Decision-Making & Trade-Off Management

• Make prioritization decisions when competing interests arise across functions—for example, balancing Growth initiatives such as higher cashback rates against Finance’s cash flow considerations.

• Determine the allocation of budgets, headcount, and other resources across divisions based on business priorities and expected impact.

• Hold approval authority within the limits delegated by the CEO, including partner contracts, marketing expenditures, and changes to commission structures or commercial schemes.

4. Cross-Functional Integration

• Ensure that the end-to-end operating flow—from Partnerships → Product/Technology → Growth → Operations → Finance—functions as an integrated business process rather than as disconnected departments.

• Lead regular management forums, including weekly operational reviews, as the primary mechanism for performance monitoring, issue escalation, and organizational alignment.

• Establish consistent SOPs, SLAs, reporting standards, and data definitions across all divisions.

5. Risk, Governance & Compliance Ownership

• Hold ultimate accountability for operational risks, including cashback payment failures, fraud, platform partnership termination, and consumer complaints or regulatory escalation.

• Define the company’s risk appetite and internal controls, while leading crisis management and communication with relevant authorities when required.

• Ensure operational and regulatory compliance across Indonesia, Malaysia, and future regional markets.

• Establish appropriate governance mechanisms to ensure that growth and operational execution remain within the company’s risk and compliance framework.

6. Scaling & Organizational Design

• Design an organizational structure and operating model that can scale effectively alongside user growth, increasing transaction volume, and regional expansion.

• Lead expansion, efficiency, and organizational restructuring decisions in collaboration with HR and Finance, including entity restructuring where required.

• Build scalable systems, tools, processes, and management dashboards that reduce dependency on individual employees and enable the organization to operate effectively at scale.

Qualifications & Requirements

• Minimum 5 years of professional experience, with at least 3–5 years in a senior leadership role such as COO, VP, or Head of Operations.

• Proven experience in the digital apps ecosystem, e-commerce, affiliate marketing, social commerce, fintech, or other technology-driven businesses.

• Fluent in Mandarin (both written and spoken) and English, with strong communication skills in both languages.

• Demonstrated experience leading multiple functions and teams, with direct oversight of Managers and senior individual contributors.

• Strong understanding of key digital platform metrics, including GMV, take rate, CAC, LTV, and retention, with the ability to make informed, data-driven business decisions.

• Proven track record of building, managing, and negotiating strategic partnerships with major platforms, brands, or ecosystem partners.

• Strong capabilities in strategic planning, performance management, operational execution, and team development.

• High level of integrity, ownership, and accountability, with a strong understanding of regulatory compliance, risk management, and consumer protection.