Head Of Operations

As part of our rapid expansion, we are seeking an experienced Head of Operations to oversee and optimize the operational framework of our B2B E-commerce platform. This role requires a strong executor who can drive efficiency, develop processes, and ensure smooth coordination between key departments to deliver seamless customer and business experiences. KEY RESPONSIBILITIES: - Operational Execution & Process Management: Implement and optimize operational processes to improve efficiency and service quality. - Customer Management Framework: Maintain and enhance customer management processes, including documentation, playbooks, and response scenarios for Key Account Managers (KAMs) and the Customer Service Team. - Team Management: Supervise the KAM team and the Customer Service Team, ensuring their alignment with business goals and operational efficiency. - Workflow Optimization: Streamline customer engagement, onboarding, support, and issue resolution processes. - Cross-functional Coordination: Collaborate with product, sales, marketing, and tech teams to align daily operations with business objectives. - System & Feature Enhance: collaborate with the Product/Tech teams to implement or enhance features, systems. Automate key operations where possible, ensuring smooth data flows across all systems and stakeholders. - Quality Assurance & Continuous Improvement: Drive continuous improvement initiatives to increase automation, reduce costs, and improve partners and customer satisfaction. - Performance Monitoring & Reporting: Track operational KPIs, analyze insights, and provide regular performance reports. - Problem Solving & Crisis Handling: Identify and resolve operational bottlenecks to maintain service quality. - Customer Experience (CX) Mindset: Advocate for a customer-centric culture across all touchpoints. Design and evaluate customer journeys tailored to the B2B context, using CX data to inform improvements. Collaborate with cross-functional teams to enhance experience frameworks and reporting systems. REQUIREMENTS: 1. Must-have: - Minimum 7 years of experience in operations management, with at least 2 years in a managerial role. - Experience managing operations for B2B E-commerce or logistics platforms. - Strong ability to execute and optimize operational processes. - Proven experience leading customer-facing teams, including Key Account Managers and Customer Service Teams. - Data-driven mindset with strong analytical and problem-solving skills. - Excellent communication, leadership, and organizational skills. 2. Nice-to-have: - Experience in a fast-scaling startup or tech-driven business. - Knowledge of customer lifecycle management and CRM tools. - Familiarity with international B2B trade processes and regulations. - Understanding of e-commerce logistics and fulfillment operations.