Head - Operations - eCommerce Startup

Requirement Description

Location: Remote (with 2-3 hours time zone overlap with Southeast Asia, GMT+7)

Experience: 8-12 years

About the venture:

This is a venture-backed startup transforming jewelry commerce in Southeast Asia. Our AI-powered marketplace enables retailers to sell before they source, eliminating financial risk through a powerful subscription model. With strong early partnerships among Thailand's leading jewelry retailers and a team gearing up for launch, this new venture is building the definitive platform for the region's jewelry trade.

Role Summary:

As the Head of Operations, you will lead onboarding success, manage fulfillment readiness, and ensure seamless coordination across product, engineering, and support. You'll define and improve operational workflows, ensuring the Add-On system and AI-driven support run efficiently.

What you'll own:

- Onboarding Leadership: Drive onboarding readiness and Add-On implementation success.

- Fulfillment Oversight: Monitor fulfillment flows, dispute resolution, and support operations.

- Cross-Functional Alignment: Ensure ops alignment with product releases and automation rollouts.

- CX Metrics Ownership (along with Head of Product): Lead KPI setting and performance tracking for CX and operational excellence.

The Ideal team member

- Operational Leadership: Proven experience scaling ops in fast-growth startups or tech platforms.

- Tool Proficiency: Strong grasp of ops-tech tools (Zoho, ClickUp, Make, Slack, Jira).

- Collaboration Skills: Excellent at managing across engineering, support, and product teams.

Why Join?

- Build Something Meaningful: Shape an entire product and user experience from day one.

- Foundational Role: Be part of the core leadership team influencing business and tech decisions.

- Global + Local Impact: Build for an underserved, high-potential category in Southeast Asia.

- Remote-First, Execution-Obsessed: Work with a smart, ambitious, globally distributed team.