CoS Operations Manager

Tarro


Date: 1 day ago
City: Kuala Lumpur
Contract type: Full time
Job Title: COS Operations Manager

Location: Kuala Lumpur

About us:

Here at Wonders, we build products that empower small brick-and-mortar restaurants by liberating them from the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In turn, it empowers them to focus on creating a better customer experience while helping their business thrive.

We obsess over placing our customers first and working backward from there. When our customers succeed, we succeed!

To learn more about our culture, and values, and how you can be a part of helping mom & pop restaurants thrive, please visit us here! https://wondersco.com/about-us/

Role Overview:

We are seeking an exceptional bilingual (Mandarin and English) COS Operations Manager who is a fast learner, driven to acquire new information, and excels at getting things done quickly. This role requires strong KPI management, problem-solving capabilities, and people leadership to ensure operational excellence while working closely with cross-functional teams. The ideal candidate will have strong writing skills in the English language and thrive in a high-pressure environment, managing stress effectively and demonstrating grit to work long hours, including weekends if needed.

Key Responsibilities:

  • Lead a bilingual (Mandarin and English) client support team of 15 to 20 members, including junior managers and team leads, with a focus on achieving and exceeding OKR and KPI targets.
  • Collaborate closely with product and engineering teams to streamline processes, improve support efficiency, and prevent client issues.
  • Drive a culture of learning and rapid execution, ensuring that team members continuously acquire new knowledge and apply it effectively in their roles.
  • Inspire and mentor the team to stay motivated, resilient, and focused on achieving goals, even under challenging circumstances.
  • Utilize data analysis to identify trends, measure success, and implement data-driven strategies for improvement.
  • Proactively identify potential issues and develop preventive solutions to minimize the need for reactive support.
  • Streamline support processes to enhance accuracy, speed, and efficiency, aligning with our mission of effortless support.
  • Prepare and present regular reports on team performance, challenges, and progress to senior leadership.

Year 1 Deliverables:

  • Team Revamp and Talent Upgrade: Successfully transform the client support team by upgrading talent, improving skill sets, and elevating overall team effectiveness.
  • Exceeding Performance Metrics: Achieve significant improvements in key performance indicators, consistently surpassing OKR and KPI targets.
  • Process Optimization: Implement streamlined support processes that enhance efficiency, reduce client inquiries, and provide preventive solutions.
  • Culture of Excellence: Build and nurture a high-performing team culture centered around continuous learning, ownership, and excellence.
  • Leadership Development: Develop a robust leadership pipeline by mentoring junior managers and team leads, preparing them for greater responsibilities.
  • Data-Driven Strategies: Leverage data analysis to drive decision-making, optimize team performance, and implement innovative solutions.
  • Client Satisfaction: Enhance overall client satisfaction by delivering effortless support with accuracy and speed, reducing the need for reactive assistance.

Required Skills and Experience:

  • Bilingual proficiency in English and Mandarin Chinese.
  • Proven experience working in a high-growth tech company, ideally in a product-led support environment.
  • Strong understanding of MVP and quick iteration methodologies.
  • 5+ years of experience in a senior support, product, or operations role, with at least 5 years of managerial experience.
  • Demonstrated extreme hard work and leadership, with a focus on building high-performance teams that require no micromanagement.
  • Strong track record of practicing extreme ownership and delivering results.
  • Demonstrated success in leading cross-functional teams, ideally working closely with product management and support operations.
  • Ability to provide visibility and communicate effectively with both executives and frontline staff.
  • Comfortable with constant change and the ability to quickly adapt to evolving product needs.
  • Exceptional problem-solving skills, balancing customer needs with product capabilities.
  • Ability to work in a fast-paced environment and lead by example, ensuring that the team is ready to go above and beyond to meet company objectives.

Preferred Skills & Experience:

  • Data Literacy and Analysis: Expertise in data analysis, utilizing insights to drive improvements and strategic decisions.
  • Human-in-the-Loop Processes: Experience working with human-in-the-loop systems and improving operational efficiency through automation.
  • Educational Background: Graduated from a top university globally with a top 20% GPA.
  • Adaptability: Comfortable with constant change, quick iteration methodologies, and familiar with MVP (Minimum Viable Product) approaches.
  • Passion for Innovation: Eager to contribute to a product-led company redefining the food ordering process.

Why Join Us:

  • Be part of a rapidly growing company that is transforming the restaurant industry.
  • Work alongside talented and passionate individuals who are committed to making a real impact.
  • A culture that values both strategic thinking and a hands-on approach to problem-solving.

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