Operations Performance Lead

Deskripsi pekerjaan

**Role Overview** The Operations Performance Lead acts as the **execution owner and operational control tower** for daily operations. This role ensures operational performance stays on track, risks are flagged early, and recurring issues are resolved structurally. This is a **senior but hands-on role** responsible for driving operational performance, managing warehouse teams, and ensuring vendors meet service standards. ### Key Responsibilities ### Operational Performance Management - Monitor daily **outbound SLA performance** - Track **backlog, aging orders, and activation status** - Identify operational risks early and coordinate with warehouse teams or vendors to resolve them - Provide regular updates on key operational risks ### Operational Escalation & Issue Resolution - Act as the **control tower for operational issues and escalations** - Assign PICs, track progress, and ensure issues are fully resolved - Step in to stabilize operations during critical situations ### Process Improvement & SOP Development - Identify recurring operational issues and conduct root cause analysis - Improve processes by building **clear SOPs and decision flows** - Ensure operational teams follow updated standards ### Warehouse Team Leadership - Manage daily warehouse operations rhythm - Set KPIs, coach team leads, and drive accountability - Prepare operational structure to support future scale ### Vendor Performance Management - Track **3PL and vendor SLA performance** - Lead performance reviews and drive corrective actions when needed ### ** ** ### Requirements ### Experience - 7–12 years in **warehouse, logistics, or e-commerce operations** - Experience managing **teams of 5+** - Experience in **SLA-driven environments** - Comfortable handling operational escalations ### Mindset - Hands-on and execution-focused - Structured problem solver - Calm in high-pressure operational environments - Strong follow-up and accountability - Confident managing stakeholders and vendors