Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
You will be an integral member and leader of our world-class Operations team, responsible for ensuring the smooth fulfillment of orders and deliveries for customers across more than 50 countries worldwide. You will be expected to quickly get up to speed with our operational workflow through multidisciplinary training as well as on-the-job experience in our ground operations. This will position you to oversee daily operations while continuously optimizing processes and adapting our operational strategy in alignment with business goals.
Our Operations team is essential for enhancing our customers’ experience and supporting key partnerships programs with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.
Responsibilities
1. Operational:
- Be principally responsible for the performance of our Regional Fulfilment team and relevant vendors across the entire operations cycle; including, warehousing, fraud management, inventory management, order fulfilment, last mile, etc.
- Spearhead and oversee the flow of operations within the assigned region, including cross-departmental projects/ initiatives
- Establish and develop strong partnerships with key international vendors (logistics, warehousing, last mile, etc.), this involves: (i) Assessment and selection of vendors for existing/ new markets
(ii) Deliberation and negotiation of terms, SLAs, etc.
(iii) Troubleshooting complex issues and optimising operational performance
(iv) Conducting investigations and managing disputes - Leading the Regional Fulfilment team in developing and fortifying scalable solutions
- Work with the Head of Fulfilment to make critical decisions, drawing data-driven insights from the Operations team’s reports/ findings
- Be a key driver of projects to elevate the Secretlab Customer Experience (e.g. shorter delivery time, quicker resolutions on inbound queries, etc.)
- Work with key business leaders in developing and executing operational plans to meet business objectives (new market entry, cost optimization exercises, product launches, etc.)
- Be the decisive point of escalation for critical customer issues pertaining to the Fulfilment team
2. Managerial:
- Partner the Head of Fulfilment to define clear objectives for the Fulfilment team, leading team members to achieve and exceed goals.
- Provide inspired leadership for the Fulfilment team’s performance, managing crucial aspects such as scheduling, coaching, counselling and formal/informal discipline
- Build a high performing Regional team through planning the region’s structure and recruitment strategies such as selecting and training the right candidates
- Be an exceptional communicator on team expectations such as planning, monitoring, appraising and reviewing role contributions to establish a world class Operations Team
- Promote and preserve a healthy work culture which encourages performance and collaboration - this includes performance evaluations, performance reviews, and recommending rewards/incentives.
Requirements
- Diploma or Bachelor’s Degree in a relevant course
- Minimum 3 years’ experience in e-commerce Operations or a relevant position
- Minimum 1 year’s experience in a leadership/ managerial role overseeing a small to medium sized team
- Experience collaborating with IT/ Tech teams to drive improvement of systems (OMS, WMS, etc.)
- This role requires someone who is technically inclined, a fast learner and a good problem solver who is able to think out of the box for solutions, and consistently looks to improve/establish new operational processes
- Intrapreneurial thinking – take pride in your work, be driven, initiative, result-orientated and versatile to adapt/respond to different types of characters and situations
- Must be decisive, action-oriented, results-focused and able to work independently as well as a team to handle diverse situations with the ability to work with tight deadlines
- Strong proficiency in written and spoken English with excellent email writing and etiquettes
- Able to communicate effectively on both technical and non-technical topics to customers and team members
- Open-minded approach, being ready to challenge assumptions in order to improve existing processes
Bonuses
- Foundation in traditional warehousing/ logistics operations
- Experience working in a startup environment
- Available to work outside of regular hours in accordance with business needs
