EDR Operations Manager

Key Activities:

● Set performance targets and drive accountability across teams to meet key operational KPIs including vendor reliability, availability, and compliance.

● Own the performance dashboard and reporting rhythm to ensure transparency and data-driven action Drive partner/vendor experience to enhance their performance and satisfaction.

● Employ data-driven decision-making to develop, test, and implement performance enhancements based on market insights and vendor feedback.

● Develop tools for identifying and bridging operational gaps.

● Stay updated on local and global benchmarks for vendor performance metrics.

● Lead performance reviews with senior stakeholders and translate insights into action plans.

● Direct cross-functional initiatives with product, logistics, and operations to resolve vendor pain points and streamline fulfillment processes.

● Own end-to-end program management for new operational rollouts or process changes within Q-Commerce.

● Prepare stakeholders for upcoming changes by offering necessary training, workshops, and communications.

● Review and address change-related issues to foster a vibrant work environment and maintain morale.

● Lead initiatives to improve vendor metrics such as reliability, availability, and overall seamless experiences.

● Innovate and develop processes that scale operations effectively, boosting growth and conversion rates.

● Establish and maintain strong relationships with key internal and external stakeholders.

● Act as a key decision-maker and liaison with local and international stakeholders to ensure alignment and cooperation.

● Influence key internal and external partners, ensuring the achievement of performance metrics that contribute to high NPS and low contact rates.

● Document and implement policies, procedures, and processes to enhance efficiency and effectiveness.

● Monitor compliance with mandatory policies and ensure adherence to ethical standards.

● Ensure operational excellence by enforcing procedural and operational compliance across the division.

● Drive operational governance by setting standard operating procedures and ensuring adoption across all relevant teams.

● Ensure risk controls and business continuity plans are embedded into vendor ops processes.

● Own budget planning for vendor operations initiatives, including staffing, picker ramp-up, and cost-per-order optimization strategies.

Qualifications:

● Proficiency in quality management, data analysis, and problem-solving and Excel.

● 4-6 years of progressive experience in operations, fulfillment, or program management, including leading teams and owning performance outcomes.

● Preferred: 2-3 years of experience in warehouse/fulfillment center management, particularly in supervising pickers

● Excellent English communication skills, both written and spoken

● Hands-on mentality and logical thinking skills

● Experience in managing cross-functional initiatives and delivering business impact through operational excellence

● Knowledge in using SQL / Big Query / Tableau / Google Studio is preferred

● Experience in a high-growth technology-based environment or start-up environment

● Excellent oral and written communication skills to senior leadership

● Bachelors Degree + Proficient in Excel and PowerPoint