Business Operation Lead, Digital Services

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started We have much room for improvement and many ideas that will further shape the industry.

The Digital Services team provides e-commerce sellers with a suite of digital tools that automates and optimizes the most challenging aspects of the e-commerce process, allowing users to streamline order fulfillment and manage customer experience across various digital channels and platforms, integrating it with our delivery services to create a hassle-free experience.

We are seeking for a talent to be our Indonesia business operation lead to be responsible for managing the business operation to Indonesian sellers to help them create better performance on live selling by using our product and service.

Your main focus will be on collaborating with the sales and marketing team to acquire sellers, ensuring sustained usage and continuous purchasing of our products by the users while enhancing their satisfaction with our product and services and contributing users’ product needs to the product team.

Additionally, you will oversee and manage the operation team in their efforts to efficiently execute business strategies to serve merchants. Furthermore, you will establish and maintain strong collaboration with partners, such as Tiktok, MCN agencies, resellers and cross teams within our group.

**Responsibilities**:

- Manage the overall operations of our products with ID users, including user acquisition, activation, retention, and payment conversions to achieve growth and profitability targets.
- Manage the team to establish Customer Satisfactory quality services with users to understand their needs and feedback, ensuring timely support and issue resolution during their use of our products and TAP service.
- Provide guidance and supervision to the team to ensure efficient functioning, continuous improvement in team performance, and professional development.
- Work with BD to Foster strong collaboration with partners, especially TikTok, MCN agencies and other teams, to ensure ample supply of influencer resources and customer satisfaction.
- Utilize data analysis and market insights to make informed business decisions and support the product team to optimize products for improved user experience and profitability.
- Develop operation strategies/processes and collaboratively execute them with the team to achieve objectives and KPIs.
- Set and monitor key performance indicators for the team to ensure the achievement of targets.

**Requirements**:

- Extensive experience in operations management, particularly in the e-com, social commerce or SaaS software industry.
- Familiarity with TikTok ecosystem, and having experience in TikTok shop operations, especially on live selling, short video selling and advertising.
- Bachelor's degree or above in Business, Marketing, Operations Management, or related fields preferred.
- Strong team management and leadership skills, with a proven track record of team building and motivating team members.
- Excellent communication and coordination abilities to maintain positive working relationships with internal teams and partners.
- Data-driven mindset with proficiency in data analysis tools and methods.
- Fluent spoken and written Indonesian and English.