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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Unfortunately, we are only able to contact shortlisted applicants. We encourage you to continuously visit our website www.adaglobal.com for regular updates on available roles

We transform businesses using data, AI and tech | ADA

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