AT A GLANCE
The Live Operations Manager is responsible for the end-to-end execution, stability, and performance management of live selling operations. This role ensures that all livestreams run smoothly, on schedule, and at optimal efficiency—translating strategy and creative direction into consistent, scalable, and revenue-driven live commerce execution.
YOUR OVERALL MISSION & DAY-TO-DAY
Livestream Operations & Execution
- Oversee daily livestream execution, ensuring all sessions run on time, meet quality standards, and follow approved playbooks
- Act as the primary point person during live broadcasts to manage real-time issues, escalations, and adjustments
- Craft the monthly livestream calendar based on launch rollouts and platform campaign days.
Team Management and Scheduling
- Manage host and operations schedules, including shifting rosters, campaign intensification, and coverage planning
- Ensure sufficient manpower for BAU streams, launches, promos, and peak sale events
- Track attendance, readiness, and performance of livestream team members
- Coordinate onboarding and shadowing of new hosts, operators, and moderators
- Create contingency plans for host no-shows, technical issues, payment failures, platform bugs and sudden out-of-stock items.
- Establish and enforce clear escalation paths during live incidents.
Process, SOPs & Quality Control
- Implement and enforce standard operating procedures (SOPs) for livestream setup, execution, and close-out
- Conduct pre-live and post-live checks (equipment, links, pricing accuracy, promo alignment)
- Maintain consistency in stream quality, pacing, moderation, and audience experience
- Continuously identify operational gaps and recommend process improvements
Performance Monitoring & Reporting
- Monitor live performance in real time (GMV, conversion, engagement, order flow, cancellations)
- Consolidate daily and weekly operational reports in partnership with the Live Commerce Strategist and translate the data into clear actionable next steps.
- Recommend specific optimizations based on performance insights, including SKU mix, stream timing, promotional mechanics, and host rotation.
- Provide feedback on OBS stickers and live features by assessing performance metrics in relation to TTR (Tap-Through Rate)
- Flag anomalies, risks, or operational blockers impacting sales or audience experience
- Support reconciliation of sales data, cancellations, and failed payments with internal stakeholders
Tools, Platforms & Technical Readiness
- Ensure livestream tools, platforms, and accounts are properly set up, tested, and compliant
- Coordinate with tech or platform partners on system issues, updates, or feature rollouts
- Maintain operational checklists for livestream software, dashboards, and back-end tools
Knowledge Transfer & Continuous Improvement
- Support rollout of new playbooks, scripts, and formats created by the Live Commerce Strategist
- Work closely with internal teams to validate host scripts, ensuring accuracy, consistency, and alignment across all live messaging.
- Provide on-ground coaching and feedback to hosts and operators based on execution gaps
- Act as a mediator between Customer Support and hosts, ensuring customer insights, questions and issues are accurately reflected in live scripts and responses.
- Conduct monthly host performance reviews, tracking and evaluating performance against live KPIs, and delivering structured feedback and plans for improvement.
- Document operational learnings, recurring issues, and best practices for future optimization
YOUR TALENT (QUALIFICATIONS)
- Bachelor's degree in Business, Marketing, Communications, Operations, or related field
- 3+ years of experience in live commerce, e-commerce operations, digital sales, or broadcast operations
- Strong operational mindset with experience managing schedules, workflows, and cross functional teams
- Familiarity with livestream platforms (e.g., TikTok Shop, LazLive, Shopee Live, Facebook Live)
- Comfortable working with performance metrics, dashboards, and sales data
- Excellent coordination, problem-solving, and decision-making skills —especially under time pressure
- Strong communication skills and ability to manage multiple stakeholders in fast-paced environments
