Director of Operations

Overview This role is responsible for leading the end-to-end delivery, quality assurance, and post-deployment operations of the company’s merchant-facing digital products — including Ordering System, Membership and data analytical Platform . The position bridges engineering, operations, and regional expansion , ensuring each deployment meets performance, compliance, and customer-satisfaction standards while building scalable processes for replication across Asia. Responsibilities Merchant Delivery & Onboarding Lead full-cycle merchant onboarding: environment validation, account setup, menu configuration, payment linkage, user acceptance testing (UAT), and go-live. Develop and standardize Merchant Delivery SOPs , checklists, and success criteria (e.g., order conversion, payment accuracy, message delivery rates). Monitor post-launch metrics such as order success rate, payment reconciliation accuracy, and user satisfaction within the first 30 days after go-live. Quality & Testing Framework Adapt APQP/IPD quality management principles to digital deployment workflows. Build and maintain a testing library covering functional, performance, refund, and multi-merchant scenarios. Implement automated dashboards for incident alerts and error-rate monitoring. Drive continuous improvement through RCA (Root Cause Analysis) and preventive actions. After-Sales Support & Issue Closure Establish a merchant support center (NOC/FA) responsible for incident triage, escalation, and resolution with defined SLA timelines. Manage knowledge base and playbooks for troubleshooting, enabling faster issue resolution and knowledge transfer to partners. Collaborate with the product team to feed back real-world merchant issues into the product roadmap. Supplier & IoT Quality Management Coordinate with hardware suppliers (IoT sensors, cameras, gateways) and service vendors (SMS/email/payments) to ensure compliance with company SLA standards. Track quality KPIs such as delivery lead time, installation success rate, and hardware uptime; enforce penalties or corrective actions when required. Data-Driven Operations Work closely with the data and product teams to convert operational data (merchant uptime, campaign results, payment latency, refund rate) into actionable insights . Co-develop merchant segmentation templates (e.g., New, Active, Dormant, VIP) and operational dashboards to help merchants optimize retention and sales conversion. Regional Expansion & Local Enablement Localize delivery SOPs for regional markets (Singapore, Indonesia, Malaysia), ensuring compliance with PDPA and local privacy laws . Train and certify regional partners (system integrators, distributors) for implementation, maintenance, and quality audits. Support regional product localization (language, payment methods, hardware standards). Internal Cross-Functional Collaboration Act as the interface between operations, product, and engineering , ensuring clarity of deployment requirements, schedule alignment, and release readiness. Participate in change-management planning (RFC process) and release review meetings. Qualifications & Experience Bachelor’s degree in Engineering, Computer Science, or related discipline. Minimum 8–10 years’ experience in project delivery, QA/Testing, or production quality management , preferably from IoT, robotics, or SaaS industries. Proven record in establishing quality and delivery frameworks (APQP/IPD) , managing supplier quality and mass production readiness , and coordinating cross-functional teams. Familiar with modern digital deployment and testing environments (UAT, SIT, sandbox). Strong analytical and communication skills, capable of working with both technical and business stakeholders. Proficiency in English and Mandarin is preferred for cross-regional coordination. #J-18808-Ljbffr