Cross-Channel Project Management
- Lead and coordinate operational projects supporting ecommerce and retail: SOP rollout, system improvements, store-to-warehouse returns, reverse logistics, and fulfillment enhancements.
- Develop project plans, timelines, and risk mitigation strategies.
- Monitor project performance and ensure alignment between store operations, ecommerce teams, and warehouse functions.
Ecommerce Operations Support
- Coordinate requirements between ecommerce platforms (TikTok Shop, Lazada, Shopee, Shopify, etc.) and warehouse/fulfillment teams.
- Support integration projects for order syncing, stock updates, marketplace SLAs, and logistics partners.
- Track fulfillment KPIs such as on-time dispatch, cancellation rate, return rate, and order aging.
Retail Store Operations Support
- Facilitate communication between retail stores and warehouse/inventory teams for replenishment, pullouts, returns, and stock movements.
- Ensure retail SOs, transfers, RTVs, and adjustments follow standardized workflows.
- Support store rollout projects, merchandising cycles, and inventory counts.
Process Improvement & Standardization
- Identify gaps between ecommerce, retail, and warehouse processes; propose and implement improvements.
- Standardize SOPs for returns, reverse logistics, order processing, stock transfer, and quality checks.
- Drive process automation and system optimization (OMS, WMS, ERP).
Operational Coordination & Issue Resolution
- Act as single point of contact for escalations affecting order fulfillment, inventory variances, delivery delays, and system issues.
- Facilitate daily or weekly cross-functional alignment (Ops Stand-ups).
- Assist in root cause analysis (RCA) and ensure action items are closed on time.
Reporting & Data Management
- Track and analyze key operational metrics:
- Ecommerce order fulfillment SLAs
- Retail replenishment accuracy
- Inventory accuracy and shrink
- Return/Reverse logistics volume
- Prepare performance dashboards and project status reports.
- Provide data-backed recommendations for reducing delays and improving customer experience.
Minimum Qualifications
- Bachelor's degree in Business, Supply Chain, Industrial Engineering, Operations Management, or related field.
- 24 years in ecommerce operations, retail operations, supply chain, project management, or warehouse/fulfillment environments.
- Experience with marketplaces (Lazada, Shopee, TikTok Shop), POS systems, ERP/WMS is a strong advantage.
- Strong project management and cross-functional coordination skills.
- Excellent communication skills with both operational and corporate teams.
- Data-driven: skilled in Excel/Sheets, reporting, KPI analysis.
- Familiarity with ecommerce order flows, retail store operations, and logistics.
- Ability to build SOPs, process maps, and documentation.
- Strong problem-solving and escalation-handling ability.
- Highly organized and detail-oriented
- Strong sense of urgency and accountability
- Comfortable in fast-paced, multi-channel environments
- Proactive and solutions-oriented
- Adaptable and able to manage competing priorities
