Head of Operations, China

Key Responsibilities

1. End-to-End Operations Management & Optimization:

• Monitor end-to-end contract KPI performance and take ownership to control financial penalties incurred from clients due to service failures such as delays or non-compliant timestamp uploads.
• Establish, refine, and oversee the implementation of SOPs covering all segments: first-leg pickup, ECC (Export Customs Clearance), trucking service, air transportation, transit coordination, ICC(destination customs clearance), and last-mile delivery.
• Collaboration with airlines, optimizing flight capacity management, focusing on continuous improvement of Load Factors.
• Systematically analyze operational data to identify bottlenecks and risks within the entire chain, continuously driving process optimization to enhance overall efficiency.

2. Solution Review & Validation:

• Actively participate in the development of customized logistics solutions for key accounts. Review and validate the rationality, feasibility, and reliability of proposed operational plans from an execution standpoint.
• Ensure the smooth achievement of KPIs throughout the service delivery phase for solutions that have been implemented.

3. Team Leadership & Development: 

• Lead, motivate, and develop a professional operations team, to build a high performance operation team.
• Define team roles and objectives, conduct performance appraisals, provide skills training, and build a talent pipeline to foster a high-performance,  customer-focused, collaborative team culture.

4. Customer Service & Exception Handling:

• Act as the primary point of escalation for major operational exceptions and customer complaints. Develop contingency plans, respond swiftly to resolve issues, and maximize customer satisfaction.
• Proactively monitor operational performance to minimize client penalties related to transit time breaches and incomplete or untimely time stamps updates, directly contributing to client retention and profitability.
• Collaborate closely with Sales and Customer Success departments to gain a deep understanding of cross-border e-commerce clients' business needs and pain points, ensuring operational services meet or exceed expectations.

5. Supplier & Partner Management:

• Manage the selection, negotiation, and performance evaluation of suppliers and partners, including airlines, ground handling agents, trucking companies, customs brokers, and overseas agents.
• Establish a supplier performance evaluation system, optimize the supplier base, and ensure service quality and cost competitiveness across all operational segments.

6. Cost & Quality Control:

• Meticulously manage operational costs, including but not limited to trucking cost, ground handling fees, customs brokerage fees, and warehousing costs, assisting the Finance department with cost analysis and profit calculations.
• Implement a comprehensive quality management system to reduce error rates and cargo damage, ensuring consistent and reliable service quality.

7. Systems & Technology Support:

• Actively participate in the implementation and optimization of Teleport logistics information systems (SK, One Teleport, Teleport Core), coordinate with the Products team for the system integration with Key Accounts, ensuring they effectively support requirements for end-to-end visibility, data analysis, and automated operations.

Requirements

Basic Requirements:

• Bachelor's degree or higher in Logistics Management, Supply Chain Management, International Trade, or a related field. 
• Minimum of 8 years experience in the logistics industry, 5 years operational management experience, with at least 3 years in a Head of Operations role (or senior operations management role) at a comparable level.
• Must possess in-depth, hands-on experience in managing the end-to-end logistics operations for cross-border e-commerce (B2C/B2B2C), with a strong understanding of the requirements of major e-commerce platforms.
• Expertise in air import/export processes, with deep knowledge and practical experience in all stages: first-leg consolidation, export customs declaration, airport hub operations, international transit, import customs clearance (especially destination country regulations), and last-mile delivery.
• Strong data sensitivity and logical analytical skills, capable of leveraging data to identify issues and drive operational decisions.
• Excellent team leadership and cross-departmental collaboration skills, with the ability to perform under pressure.
• Exceptional problem-solving skills and resilience, capable of navigating the complexities of the international logistics environment.
• Proficiency in English as a working language, enabling effective communication with overseas partners.

Preferred Qualifications:

• Previous experience working for a well-known cross-border e-commerce platform or a large Ecom logistics service provider.
• Familiarity with the capacity markets and regulatory environments of key trade lanes (SEA, ME, Europe, US).
• Experience in the IT system integration or optimization of logistics information systems (TMS, WMS, ERP).