Head of Operations

About ADA
ADA is a leading data and artificial intelligence (AI) company that designs and executes integrated digital, analytics, and marketing solutions. We operate in 12 markets in Asia and partner with leading brands to drive their data and digital maturity.
HEAD OF OPERATION (ECOMMERCE ENABLER | ADA)
Position Overview
The Head of Operation is responsible for end-to-end eCommerce operations for ADA as an enabler, ensuring inventory accuracy, fulfillment excellence, platform SLA compliance, and cost-efficient operations that support scalable and profitable GMV growth.
This is a mission-critical role that directly impacts P&L, platform performance, seller ratings, and ADA's reputation with both platforms and brand partners.
Key Responsibilities
End-to-End eCommerce Operation Management
Own and manage the full eCommerce operation flow: inbound, warehousing, fulfillment, outbound, reverse logistics, and reconciliation
Ensure full compliance with platform policies, SLAs, and operational KPIs (Shopee, Lazada, TikTok, etc.)
Establish daily, weekly, and monthly operational control and reporting systems
Work closely with Commercial, Finance, Planning, and Client teams to support GMV growth while protecting profitability
Warehouse & Inventory Management
Ensure inventory accuracy across system, physical stock, and platform data
Control and minimize loss, damage, and expired inventory through preventive processes and regular audits
Design and implement inbound/outbound processes, cycle counts, and stock takes
Balance inventory availability to avoid OOS, overstock, and aging stock
Fulfillment & Platform Operations Excellence
Manage fulfillment performance including late shipment rate, cancellation rate, OTIF, and seller rating
Lead rapid issue resolution for fulfillment-related incidents impacting platform scores or penalties
Coordinate with in-house warehouses and/or 3PL partners to ensure capacity readiness for peak campaigns
Proactively identify operational risks through dashboards and real-time data monitoring
SOP & Process Excellence
Build, standardize, and continuously improve SOPs for all operational processes
Ensure SOPs are effectively trained, implemented, and followed by operational teams
Establish exception handling frameworks and root-cause analysis mechanisms
Drive continuous improvement using data, post-mortems, and best practices
Fulfillment Cost Management & FFM Ratecard
Design, manage, and optimize Fulfillment Fee Model (FFM) ratecards
Monitor fulfillment cost per order by client/brand and recommend optimization initiatives
Analyze cost structures (fixed vs. variable) and improve operational efficiency
Lead negotiations with warehouses and 3PL partners to balance cost and service quality
Team Leadership & Capability Building
Build, structure, and lead the Operation team (warehouse, fulfillment, ops admin)
Define KPIs, performance reviews, and development plans for team members
Foster a culture of discipline, accountability, and attention to detail
Ensure operational readiness during peak campaigns and rapid scale-up periods
Planning & Sourcing Team Management
Lead and manage the Planning / Sourcing team responsible for demand planning, inventory planning, and stock readiness for eCommerce sales
Align demand forecasts with Commercial plans, campaign calendars, and platform mechanics to ensure sufficient stock availability
Oversee sourcing coordination with brands, suppliers, and internal stakeholders to secure timely stock supply
Balance stock availability and inventory health, minimizing OOS, overstock, and aging/expired inventory
Establish planning SOPs, forecasting cycles, and stock allocation principles across platforms and warehouses
Ensure strong collaboration between Planning, Warehouse, and Fulfillment teams to enable smooth execution
Use data and historical performance to continuously improve forecast accuracy and planning effectiveness
REQUIREMENT:
5-8+ years of experience in eCommerce Operations, Fulfillment, or Warehouse Management
Mandatory hands-on experience working with major eCommerce platforms (Shopee, Lazada, TikTok, etc.)
Proven experience managing inventory, fulfillment, reverse logistics, and reconciliation
Experience in building or significantly improving operational SOPs
Practical experience designing and managing FFM ratecards
Strong understanding of platform operational KPIs, penalties, and seller ratings
Experience managing teams of 10-30+ staff is a strong advantage5-8+ years of experience in eCommerce Operations, Fulfillment, or Warehouse Management
Mandatory hands-on experience working with major eCommerce platforms (Shopee, Lazada, TikTok, etc.)
Proven experience managing inventory, fulfillment, reverse logistics, and reconciliation
Experience in building or significantly improving operational SOPs
Practical experience designing and managing FFM ratecards
Strong understanding of platform operational KPIs, penalties, and seller ratings
Experience managing teams of 10-30+ staff is a strong advantage
SKILLSET
Highly detail-oriented with strong process and risk-control mindset
Data-driven, comfortable working with operational dashboards and daily metrics
Strong problem-solving skills and ability to act decisively under pressure
Cost optimization mindset without compromising service quality
High resilience during peak campaigns and fast-changing environments
Enabler mindset: able to balance client requirements, platform constraints, and operational capabilities
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