Strategic , Policy Assessment and Opportunity Identification:
Identify key operational Change, bottlenecks, inefficiencies, pain points, and Identify areas for optimization, improvement, Change across the omni channel customer journey and integrate with E2E systems.
Deep Dive data analytics, customer behavior, feedback, industry best practices, and competitive analysis to pinpoint high-impact improvement opportunities.
Development and Execution of Improvement Initiatives:
Develop data-driven strategies, roadmaps, and business cases for omni operations improvement initiatives, aligning with overall e-commerce and company objectives with system automation direction.
Lead and manage complex projects from initiation to completion by simplify process and system , ensuring adherence to timelines, budgets, and quality standards.
Cross-Functional Leadership and Stakeholder Management:
Build strong relationships and collaborate effectively with leaders and teams across e-commerce, technology, merchandising, supply chain, customer care, and analytics.
Provide Solution , guidance, coaching, development Lead to change by Implementation improvement strategies, progress, and results clearly and concisely to stakeholders at all levels of the organization.
Performance Monitoring and Reporting:
Establish Post evaluation matrix , robust monitoring mechanisms and dashboards to track the performance of omni channel operations and the impact of improvement initiatives.
Analyze key operational metrics, identify trends and insights, and provide regular reports to senior leadership.
Team Leadership and Development:
Build Team lead, and Lead team of omni channel operations analysts, specialists, or project managers (depending on organizational structure).
Provide Solution , guidance, coaching, and development opportunities to team members.
Ensuring Compliance and Best Practices:
Ensure online operations comply with relevant legal, regulatory, and security standards.
Promote and implement industry best practices in online operations, customer experience, and efficiency.
Qualifications:
Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Information Technology, or a related field. A Master's degree is preferred.
Minimum of 10 years of progressive experience in Operation, online operations, e-commerce operations, or digital transformation, with a demonstrable track record of driving significant change for operational improvements in a large-scale environment.
Deep understanding of customer behavior, e-commerce platforms, order management systems, Supply chain management systems, CRM systems, web analytics tools (e.g., Adobe Analytics, Google Analytics), and other relevant online technologies trend.
Proven expertise in data analysis and interpretation, with the ability to translate complex data into actionable insights and Implementation recommendations.
Exceptional project management skills, including experience managing large, cross-functional projects with complex dependencies.
Strong communication, implementation , presentation, and interpersonal skills, with the ability to influence and collaborate effectively with diverse teams and stakeholders at all levels.
Demonstrated ability to lead and drive change in a complex and matrixed organization.
Excellent problem-solving and decision-making abilities, with a focus on data-driven solutions.
Experience with process improvement methodologies (e.g., Lean, Six Sigma) is highly desirable.
Familiarity with the retail and e-commerce landscape is a significant advantage.
