Head of Operations

3 days ago

Singapore Refine Group Full time

Head of Operations (Singapore) — Rida

Rida is building an AI powered platform that orchestrates complex, SOP-driven deliveries for enterprises (healthcare, F&B, and beyond). We combine autonomous AI agents, route optimization, WhatsApp-based workflows, custom driver fleets, and human in the loop support to scale complex deliveries.

The role

You’ll be Rida’s Ops owner: turn client SOPs into repeatable execution, keep SLAs green, and scale a hybrid (on-site + offshore) team. You’ll dive into the data, jump on the floor when needed, and partner closely with Product/Engineering to drive automation and process optimization.

What you’ll do

  • Own client operations & service excellence — codify and continuously refine SOPs; ensure SLAs are consistently achieved; run smooth, documented client onboarding and steady-state service.
  • Lead and execute — manage Ops teams to KPIs, and step in personally to unblock issues when the situation calls for it.
  • Run fleet & driver performance — grow and optimise fleets for productivity and profitability; uphold driver standards; support contractor/driver agreement reviews.
  • Be data-driven — build/own dashboards, instrument the funnel, and use insights to improve on-time rates, utilisation, and cost per drop.
  • Improve margins & scope — understand cost/profit drivers, tighten operations, and identify upsell/expansion opportunities with existing customers.
  • Partner with Product/Eng — turn frontline pain points into actionable requirements; champion automation and clean data flows.
  • Hire, coach, and set culture — build a high-accountability team and training playbooks; manage and scale offshore back-office functions.
  • Handle start-up extras — ensure compliance (PDPA/WSH/sector SOPs), assist with customer/contractor agreement reviews, and support GTM and upsell when needed.

What success looks like (first 3–6 months)

  • A live SOP library + QA loop for top accounts; clear playbooks for incident management.
  • Ops dashboarding in place (on-time %, first-attempt success, driver utilisation, cost per drop) with weekly cadence and actions.
  • Fleet productivity up; fewer escalations; smoother handoffs with Product/Eng from a steady backlog of automation wins.

What you bring

  • Ops leadership (3+ years) in logistics, tech-enabled services, or marketplace ops; you’ve run SLAs, not just reported them.
  • Analytical chops — strong Excel/Google Sheets; comfort with metrics and funnel thinking; SQL is a plus but not necessary.
  • People & comms — clear decisions, crisp writing, and a calm presence in live ops.
  • Financial sense — understanding of unit economics, budgets, and how process changes move margin.
  • Compliance mindset — you respect regulated workflows and secure data handling in day-to-day ops.

What We Offer

  • Impactful Role: Join a small, ambitious team disrupting logistics in Singapore. Have a direct hand in shaping our product strategy, design standards, and user experiences. Work side-by-side with C-level execs.
  • Growth Opportunities: Accelerate your career, expand leadership skills, and take on significant responsibilities fast. We promote based on merit and impact—not tenure or age.
  • Competitive Package: Market-aligned salary, benefits, and performance bonuses.
  • Cutting-Edge Environment: Work at the intersection of AI, operations, and design. Collaborate with technologists and innovators pushing the boundaries of last-mile delivery.

Location: Singapore (hybrid). Core collaboration hours are weekdays, with flexibility around live operations needs.

How to apply: Send your CV to

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