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 a valued leader of our world-class Operations team, which functions as a global control center, responsible for the punctual and secure delivery of our chairs to customers across 50 countries. Undergoing multi-disciplinary training and experiencing our ground operations on-the-job, you will be positioned to be responsible for the performance of your region’s operations. Your key objectives will include making informed and data-driven decisions, optimizing operational processes, and strategizing operations to meet key business objectives.

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.

Your key responsibilities (but not limited to):
Operational:

Be responsible for the performance of our regional Operations team and relevant vendors across the entire operations cycle; including logistics, warehousing, fraud management, inventory management, order fulfilment, etc.
Establish and develop strong partnerships with key international vendors (logistics, warehousing, etc.), this involves:
Assessment and selection of vendors for existing/ new markets
Deliberation and negotiation of terms, SLAs, etc.
Troubleshooting complex issues and optimizing operational performance
Conducting investigations and managing disputes
Improve Secretlab’s regional operational strategy, leading the team in developing and fortifying scalable solutions
Work with the Global Operations Manager 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.)
Support the Global Operations Manager 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 your region
Work with the Global Operations Manager to define, monitor, and meet key performance deliverables

Managerial:

Partner the Global Operations Manager to define clear objectives for the regional Operations team, leading team members to achieve and exceed goals.
Provide inspired leadership for the regional Operations team’s performance, managing crucial aspects such as scheduling, coaching, counselling and formal/informal discipline
Build a high performing Operations team for your region, through planning the department’s structure and recruitment strategies such as selecting and training the right candidates
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 4-6 years’ experience in e-commerce Operations or a relevant position
Minimum 1-2 years’ 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
Good command of spoken Mandarin is a plus (for liaising with Mandarin speaking operational/ logistics partners)
Available to work outside of regular hours in accordance with business needs