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• Implement and enhance operational processes to ensure efficiency and quality in service delivery.
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement strategic solutions.
• Manage inventory and supplies to meet service requirements while minimizing waste.
• Establish and enforce quality standards for services provided, ensuring a positive customer experience.
• Conduct regular audits and implement corrective actions to address any deviations from quality standards.
• Work closely with customer service to address customer inquiries, concerns, and feedback promptly.
• Identify opportunities to enhance the overall customer experience and implement improvements.
• Utilize data analytics to generate insights, track performance, and make data-driven decisions.
• Prepare and present regular reports to the leadership team, highlighting key operational metrics.
• Work closely with merchant partners to ensure seamless experience on e-commerce transactions
• Use transaction data to identify opportunities in improving product/SKU selection and performance to maximize e-commerce opportunities
• Work with cross-functional teams to facilitate supply-demand planning and ensure reliability

Job Requirements:

• Strong analytical and creative-problem solving abilities and excellent interpersonal skills
• Ability to develop, manage and communicate information in a clear, organized, and highly persuasive manner
• Ability to hold your own in meetings with various heads and C-suite representatives; and speak as a thought-leader and visionary in the creator economy space
• Entrepreneurial drive and comfort working autonomously and as part of a team in ambiguous, quickly-changing environments
• Must have a mastery of using Google Workspace (particularly Google Slides and Google Sheets) in crafting stunning presentations and easy-to-comprehend reports pertinent to the project
• Data-driven when making key decisions

Desired Education and Experience

• Minimum of 4 to 7 years experience in operations or customer service
• Bachelor’s degree from a well-respected university
• Must own pets
• Experience in healthcare, pet healthcare, FMCG or digital commerce is a plus

Assessment Criteria

• Creativity, strong interpersonal skills, and excellent analytical abilities
• Resilient and resourceful
• Capable of managing complex situations
• Open to feedback and willing to learn
• Capable of multitasking, able to prioritize workflow, and work with minimal to moderate supervision

Please refer to job description.