Main Purpose of the Role
Based in Bangkok, The Operations Manager is responsible for the day-to-day execution of operational activities to ensure accurate, timely, and efficient support to customers and the commercial organization.
The role is accountable for leading Customer Service, Order Management, Warehouse Operations, and Logistics execution while ensuring operational KPIs are achieved, customer issues are resolved promptly, and operational risks are proactively managed.
This is a hands-on operational leadership role requiring strong execution, problem-solving capability, and close collaboration with Sales, Marketing, Finance, and 3 PL/4PL partners.
Key Responsibilities
- Customer Service & Order Management
Lead the day-to-day execution of all customer service and order management activities to ensure operational excellence and customer satisfaction.
Responsible For:
- Sales order processing
- Quotation management
- Government hospital quotations and documentation
- Product exchanges
- Credit Notes (CN)
- Debit Notes (DN)
- Billing support
- Product returns
- Customer complaints and escalations
Ensure:
- Accurate and timely processing of all customer transactions
- Zero backlog of quotations and critical transactions
- High responsiveness to customers and Sales
- Daily monitoring of operational workload and priorities
- Inventory Control, Borrowed Goods & Consignment Management
Take full ownership of inventory visibility, borrowed goods, and consignment management to minimize financial risk and improve working capital.
Responsible For:
- Daily monitoring of borrowed goods
- Consignment stock management
- Inventory reconciliation between SAP, warehouse, and 3PL/4PL provider
- Inventory ageing analysis
- Recovery of overdue borrowed goods
- Inventory write-off prevention
- Monthly inventory reconciliation
Ensure:
- Full inventory traceability
- Accurate SAP inventory records
- Timely recovery of borrowed goods
- Regular reporting of inventory risks
- Warehouse, Logistics & 3PL/4PL Performance Management
Manage warehouse and logistics operations to ensure reliable, efficient, and compliant execution.
Responsible For:
- Warehouse operations
- Distribution
- Delivery performance
- Return collection
- Logistics execution
- 3PL/4PL operational management
Lead Regular Operational Reviews With The 3PL/4PL Provider To:
- Monitor SLA performance
- Resolve operational issues
- Improve service quality
- Reduce operational delays
- Operational KPI Management & Business Support
Establish a disciplined KPI management process to provide visibility and support commercial execution.
Own The Weekly Operations Dashboard Covering:
- Quotations
- Order backlog
- Borrowed goods
- Exchanges
- CN/DN
- Customer complaints
- Turnaround time
- Government hospital backlog
Identify risks early, escalate issues proactively, and ensure timely corrective actions.
Support Sales and Marketing by removing operational bottlenecks that impact revenue recognition and customer satisfaction.
- Stakeholder & Customer Management
Act as the primary operational partner to Sales, Marketing, Finance, and external logistics providers.
Responsibilities Include:
- Supporting key customer escalations
- Managing government hospital operational requirements
- Resolving delivery issues
- Ensuring effective communication across functions
- Balancing commercial flexibility with operational control
- Team Leadership & Performance Management
Lead, coach, and develop the Operations and Customer Service teams.
Responsibilities Include:
- Setting clear KPIs and priorities
- Conducting daily operational reviews
- Holding weekly KPI meetings
- Managing workload and resource allocation
- Driving accountability and execution discipline
- Building a high-performance, customer-focused culture
- Process Improvement & Compliance
Continuously improve operational efficiency and strengthen process compliance.
Responsible For:
- SOP development and implementation
- Process simplification
- SAP discipline
- Audit action closure
- Internal control compliance
- Continuous improvement initiatives
Ensure all audit findings are addressed within agreed timelines.
Qualifications & Experience
- Bachelor's degree or higher in Supply Chain, Logistics, Business Administration, Engineering, or related field
- Minimum 8–10 years experience in Operations, Supply Chain, Customer Service, Warehouse, or Logistics Management
- Minimum 5 years leading operational teams
- Experience in medical devices, healthcare, or multinational organizations preferred
- Strong SAP SD/MM experience
- Proven experience managing 3PL/4PL provider
- Strong track record in operational turnaround and process improvement
Key Competencies
Leadership
- Strong people leadership
- High ownership and accountability
- Decisive decision-making
- Ability to manage under pressure
Operational Excellence
- Hands-on execution
- Strong operational discipline
- Customer-first mindset
- Sense of urgency
- Continuous improvement mindset
Business Partnership
- Strong stakeholder management
- Ability to challenge and influence
- Cross-functional collaboration
- Commercial awareness
Analytical
- Root cause analysis
- Data-driven decision making
- KPI management
- Detail-oriented with high accuracy
The Successful Operations Manager Is Expected To:
- Eliminate quotation and transaction backlogs while achieving agreed turnaround times.
- Establish full visibility and control of borrowed goods and consignment inventory.
- Improve inventory accuracy and reduce write-offs through stronger operational controls.
- Build a disciplined KPI management culture with timely escalation and issue resolution.
- Strengthening 3PL/4PL provider's performance through effective SLA and operational governance.
- Improve customer satisfaction by delivering responsive, accurate, and reliable operational support.
- Partner effectively with Sales and Marketing to accelerate revenue recognition and support business growth.
- Ensure audit readiness and full compliance with company policies, SOPs, and internal controls.
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