Operations Lead (Online Affiliates)

Job Description

Operations Lead is the country lead for coordinating and ensuring smooth execution of all critical operational processes in ShopBack’s Online Cashback business (SBOC).

This includes but is not restricted to: Managing a team of Merchant Ops and Sales Ops, coordinating organizational planning processes and partnering with sales management to ensure process and technological efficiency.

Additionally, Operations Lead will be the single point of contact for the country on all operations matters, including coordinating with SBOC ops (integration ops, sales ops, voucher ops, post-purchase ops, customer service teams) to investigate and resolve issues, improve current processes and do documentation on Confluence in a timely manner.   

    • Oversee Operations team daily performance, ensuring KPIs are consistently met.
    • Monitor and produce reports on KPIs breaches and reason codes leading to it.
    • Lead the Sales Operations Coordinators in investigating and fixing the issues found. You might need to work with cross functional teams to get it done. Lead the Merchant Ops onboard new merchants onto the ShopBack platform.
    • Identify, test and validate ways to improve Sales Operations productivity through automation, process improvement and training.
    • Ensure operational gaps in the end to end Online Cashback business are surfaced in a timely manner. Work alongside Operations Managers and stakeholders to solve for these gaps.
    • Create Learning and Development and Skill Development plans for Ops team.
    • Document key tasks, processes and SLAs and ensure they are updated regularly.
    • Manage relationships with external merchants and networks, including participating in negotiations together with the Business Development team.
    • Analyze data to ensure accuracy in order and transaction information.
    • Work with Country Manager, Business Heads and Marketing team to drive crucial communication across all other operations teams including integration ops, sales ops, voucher ops, post-purchase ops, customer service. Work with the Customer Service team to problem-solve merchant-related issues such as untracked orders and proactively implement solutions to prevent future recurrences. 

    Requirements

    • At least 5 years of experience in managing e-commerce processes.
    • Data driven - Continuously analyze team performance, historical data to plan resource management for the team.
    • Knowledge of Salesforce, SQL, Python, Zapier is a plus.
    • Excellent with Microsoft Excel functions.
    • Highly motivated problem solver able to identify issues and provide solutions in a fast-paced startup environment.
    • Excellent verbal and written Chinese and English communication skills.
    • Strong attention to detail.
    • Hands on, eager to learn and curious. An Operations Lead is always curious about solving problems and acts on it. He/She is consistently inspired to solve for processes/ gaps that haven’t been solved that way before.
    • High bias for action. An Operations Lead is quick to identify and does not delay actioning on process, culture and skill gaps within the team.
    • Independent and proactive - able to be productive and efficient with minimal or no supervision in a fast-paced and dynamic work environment
    • Collaborative mindset - Partners and collaborates with cross-functional stakeholders including Business Teams, Operations and Product teams.
    1
    5 years of experience required
    980K ~ 1.9M TWD / year
    Managing 1-5 staff
    Partial Remote Work
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    About us

    ShopBack: For the wins!

    The ShopBack Group is Asia-Pacific’s leading shopping and rewards platform, serving over 35 million shoppers across ten markets.

    ShopBack was founded in 2014 and today, ShopBackers across the region continue to win over shoppers by constantly upping their game - be it rewards or meaningful experiences - such that shoppers can achieve a personal victory every time they use ShopBack.

    The Group powers over US$3.5 billion in annual sales for over 10,000 online and in-store merchant partners. In 2022, ShopBack launched ShopBack Pay and PayLater, extending the platform’s offerings into financial services, providing shoppers responsible and convenient payment options at checkout.

    ShopBack是亞太地區最大的購物和現金回饋平台,全球用戶已經超過3千萬、並為超過 10,000 家的線上與線下合作夥伴提供超過 35 億美元的年銷售額。2014年6個人於新加坡創立的團隊,如今已經成長到橫跨10個市場、超過1000人的大家庭!擁有深化消費者購物體驗的企圖心及始終維持創新精神的我們,除了在各市場快速成長並取得領先地位,也成功吸引來自 Google、Yahoo!、LinkedIn、Slack、Uber、Bytedance、Grab 、Shopee、Alibaba、Tencent、McKinsey、BCG 等全球頂尖公司的優秀人才加入我們,一起打造世界級產品!

    而2016年9月正式開始營運的 Taiwan Office ,更是除了新加坡總部以外首個海外、也是最大的研發中心。 在我們充滿活力且舒適的辦公室裡,有吃不完的零食、喝不完的飲料, 累了還可以躺在沙發上休息、盪個鞦韆、或揪夥伴一起打桌球。如果你深受這樣的環境吸引且喜歡接受挑戰、不怕解決困難,歡迎加入我們一起 Rock the world!


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