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 in our world-class Operation team, which functions as a global control center, responsible for the punctual and secure delivery of our chairs to customers across 50 countries. You will take ownership over an assigned region; undergoing multi-disciplinary training, in order to optimize operational processes and make business decisions through data-analysis and critical thinking.
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
- Manage global operations, logistic, and warehousing partners to ensure strict adherence to Secretlab’s logistics, warehousing, fraud management, inventory management, and fulfilment processes
- Drive process improvement projects to elevate global operational capabilities and optimize standard operating procedures
- Collect and analyse relevant data (e.g. operational, vendor, or payment gateway reports), drawing actionable insights for decision-making or process improvement
- Troubleshoot and resolve complex operational issues remotely through close collaboration with our global vendors (3PLs)
- Define and collaborate with relevant internal and external stakeholders to meet operational performance metrics
- Vendor management and negotiation of contracts for existing and/ or new markets (key performance metrics, pricing, SLAs, terms, etc.)
- Work in cross-functional teams to problem-solve, proposing and executing configurations to the operational processes to meet business objectives
- Work closely with the Customer Support department to resolve operational/ technical inquiries and issues
- Maintenance of routine operational systems (OMS, WMS, etc.) and tasks, including and any other ad-hoc tasks as required by the company
- Additional operational specializations and responsibilities to be taken on with time, based on strength and performance
- Partner with a member of our Logistics department to be principally responsible for an assigned region
Requirements
- 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
- Diploma or Bachelor of Business Operations/ Supply Chain/ Logistics, or any other relevant course of studies
- Minimum 2 years’ experience in a relevant role
- Able to work on 1-2 Saturdays a month. In such cases, the employee will take their off day on a weekday instead
Bonuses
- Good command of spoken Mandarin is a plus (for liaising with Mandarin speaking transportation vendors)
- Work experience in an operational sector is a plus
- Flexible work arrangements
- Professional experience in e-commerce operations
- Foundation in traditional warehousing/ logistics operations