Head of Operations and Craftsmanship

3 days ago

Bintulu, Sarawak, Malaysia Digital Sage Full time 90,000 - 120,000 per year
About Shoo Lab

Shoo Lab is trusted care service for shoes, bags, leather goods, and accessories. With multiple outlets and a growing central hub, we're scaling towards regional expansion and high-end restoration services. Our vision is to create a franchisable, tech-enabled brand that delivers top-tier cleaning and repair services with consistency, creativity, and trust.

We are now seeking a Head of Operations & Craftsmanship to oversee outlet performance, develop high-quality service SOPs, and lead our move into leather restoration and premium services.

Role Overview

This is a hybrid leadership role. You'll manage outlet operations like a General Manager while also being hands-on in technical training, quality control, and innovation in cleaning/restoration. You are not only responsible for numbers but also for elevating Shoo Lab's craft standards.

Key Responsibilities
  • Operations Leadership
  • Oversee daily operations across outlets and central hub.
  • Track and improve P&L, margins, outlet performance, and staff incentives.
  • Ensure consistent application of SOPs for intake, cleaning, QC, and customer service.
  • Optimize logistics (pickup/delivery, hub-to-outlet transfers).
  • Work closely with HQ Admin on staffing, scheduling, and compliance.
  • Craftsmanship & Quality
  • Learn and master Shoo Lab's cleaning, restoration, and customization processes.
  • Develop and standardize training modules for cleaners and outlet staff.
  • Conduct QC checks, ensuring customer satisfaction and minimizing reworks.
  • Introduce new techniques, products, and tools (e.g., leather dyeing, piping, midsole restoration).
  • Build a Shoo Lab Craft Certification program for staff.
  • Growth & Partnerships
  • Work with marketing to support promotions and storytelling.
  • Support commercial partnerships (schools, gyms, hotels, corporates) with tailored packages.
  • Identify new revenue streams (e.g., premium spa "Reborn" line, retail product sales).
  • Team Development
  • Lead and inspire outlet staff to take ownership (outlet partners mindset).
  • Mentor cleaners into becoming multi-skilled (service + sales + craft).
  • Drive incentive program fairness, ensuring motivation across outlets.
  • Report directly to the Founder, with autonomy to make operational decisions.

KPIs (First 12 Months)

  • Improve outlet profitability by 15–20%.
  • Achieve 90%+ QC pass rate on first cleaning/restoration.
  • Reduce turnaround time per item by 20% without quality loss.
  • Train and certify at least 5 staff in advanced restoration techniques.
  • Secure at least 3 new commercial contracts (schools, gyms, corporates).
  • Maintain 80%+ customer retention rate (recurring clients).
Qualifications
  • 5–10 years' experience in operations, retail management, or service industry (e.g., laundry/dry-cleaning, fashion care, hospitality, or franchise operations).
  • Strong interest/experience in leather care, restoration, or crafts (formal training a plus, but passion and willingness to learn required).
  • Strong leadership skills with proven experience managing teams.
  • Entrepreneurial mindset - thrives in building systems, not just following them.
  • Hands-on, detail-oriented, with a high bar for quality and customer service.

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