Operations & Growth Lead (Home Delivery Massage)

Become a mini-CEO for a business unit!

Role Overview

You will build and scale GoWabi Home Delivery Massage from working to high-performing. You'll own the end-to-end operation: therapist supply, shift planning, service quality, customer experience, unit

economics, and day-to-day executionwhile partnering with Product/Tech/CS/Marketing to grow

demand smoothly.

This is a high-ownership role for someone who loves operations, solves problems fast, and can run a

marketplace-like business.

Key Responsibilities

Recruit, onboard, and manage a high-quality therapist network (screening, training, standards)

Plan coverage and availability across zones/time slots to ensure reliable service

Own daily operations: scheduling/dispatch, incident handling, service recovery, escalation SOPs

Improve service quality and consistency through QA processes and coaching

Collaborate with Product/Tech to improve booking flow, matching/dispatch tools, and ops

automation

Partner with Marketing to grow demand without breaking operations (promos, zones, timing)

Monitor performance and lead continuous improvements across conversion, cancellations, and

repeat usage

Qualifications

38 years experience in operations / marketplace ops / on-demand delivery / logistics / field

service

Strong execution + problem-solving; comfortable handling real-time issues

Strong analytical ability (metrics, dashboards, experiment mindset)

Experience managing frontline networks (partners/field staff/agents) and building SOPs

Strong communication; Thai required (English a plus)

Nice to Have

Experience scaling a two-sided marketplace (supply & demand balancing)

Experience in wellness/beauty/healthcare operations

Familiarity with incentive design and service QA programs