Operations Manager

**About Us**

**Position Overview**:
**Responsibilities**:
**Operational Strategy & Leadership**:

- Develop and implement operational strategies that align with BJAK's overall objectives and growth plans.
- Lead and mentor a high-performing operations team, fostering a culture of continuous improvement and accountability.
- Collaborate with the executive team to ensure seamless execution of business strategies and initiatives.

**Day-to-Day Operations Management**:

- Oversee and manage daily operations, including production, supply chain, quality assurance, logistics, and customer service.
- Ensure operational processes are efficient, cost-effective, and capable of supporting company growth.
- Resolve operational issues promptly and implement solutions to prevent future occurrences.

**Process Optimization & Continuous Improvement**:

- Identify and implement best practices across all operational areas to enhance productivity and reduce costs.
- Drive continuous improvement initiatives, fostering a culture of innovation and efficiency.
- Monitor key performance indicators (KPIs) and operational metrics to measure success and identify areas for improvement.

**Stakeholder Collaboration**:

- Work closely with cross-functional teams, including finance, HR, and sales, to ensure alignment and operational excellence.
- Establish and maintain strong relationships with vendors, suppliers, and partners to support business operations.

**Flexibility & Hands-On Approach**:

- Be willing and able to work during odd hours and manage operations on the go, as required by the business.
- Lead by example, demonstrating a hands-on approach to resolving issues and improving processes.

**Risk Management & Compliance**:

- Stay informed about industry trends, market dynamics, and regulatory requirements to mitigate risks and ensure compliance.
- Implement and enforce operational policies and procedures that safeguard the company's assets and reputation.

**Admin Operations Management**:

- Oversee day-to-day administrative operations, including office management, record keeping, and inventory control.
- Be hands-on with administrative tasks when required, such as managing office supplies, preparing reports, or organizing company documents.
- Implement and refine administrative processes to ensure operational efficiency.
- Coordinate with cross-functional teams to manage office supplies, equipment, and contracts.
- Ensure compliance with company policies and procedures in all administrative activities.
- Prepare reports and presentations on operational metrics for management.
- Support the finance and HR departments with administrative tasks, as needed.

**Customer Experience Management**:

- Lead and manage the customer service team to provide high-quality support and engagement.
- Develop and implement customer service strategies that drive satisfaction and loyalty.
- Actively handle customer queries and issues when needed, especially during peak times or escalations.
- Monitor and analyze customer feedback to identify areas for improvement.
- Develop and enforce service level agreements (SLAs) and key performance indicators (KPIs) for the team.
- Resolve escalated customer issues promptly and professionally.
- Train and mentor team members to deliver exceptional service.

**Requirements**:

- Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred).
- Proven experience in a senior operations role, with a track record of leading and optimizing business operations.
- Strong strategic thinking and problem-solving skills, with the ability to execute plans effectively.
- Excellent leadership and team management skills, with the ability to inspire and develop a high-performing team.
- Hands-on approach with a willingness to work during odd hours and manage operations in a dynamic environment.
- Strong understanding of operational processes, including supply chain management, logistics, and quality assurance.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.

**Benefits**

At our company, we believe in fostering an environment where you can thrive. Our benefits package includes:

- Competitive salary
- Casual work attire
- Comprehensive medical, dental and vision benefit
- Strong learning and development plans for your career growth
- International work environment and flat organization