Senior Operations Excellence Specialist (Process)

This role focuses on operational consistency, quality governance, and productivity enhancement, ensuring that every process is scalable, measurable, and tightly aligned with business objectives. The role works cross-functionally with Operations, Product, BI, Finance, and CS teams to transform insights into executable process solutions.

Responsibilities:

A. Process Review & Standardization

• Lead the mapping, documentation, and standardization of end-to-end operational processes across functions and verticals.
• Define and maintain Standard Operating Procedures (SOPs), playbooks, and process flow documentation to ensure consistency, compliance, and clarity.
• Establish and monitor process control mechanisms — including quality gates, compliance checks, and performance thresholds — to ensure reliability and scalability.
• Collaborating with cross-functional leads to simplifying complex workflows, removing redundancies, and enhancing inter-team handoffs.

B. Continuous Improvement & Productivity Enhancement

• Lead rapid improvement (Kaizen) initiatives to identify inefficiencies, bottlenecks, and root causes affecting operational performance.
• Quantify improvement outcomes in terms of time savings, cost reduction, quality uplift, or SLA performance.
• Partners with Product and Tech team to ideate and deliver automation and digitization initiatives, enhancing process speed and accuracy.
• Embed a continuous improvement mindset within operational teams through structured coaching and feedback loops.

C. Governance, Standards & Compliance

• Build and own the Operations Governance Framework, defining process KPIs, audit cadence, and deviation management rules.
• Implement Quality Assurance (QA) and Layered Process Audit (LPA) systems to ensure compliance with SOPs and service standards.
• Maintain a central repository of process documentation, ensuring all SOPs are version-controlled and easily accessible to relevant stakeholders.
• Design and run process maturity assessments to track adoption and standardization across teams and cities.
• Work closely with the Ops Excellence Manager to align process metrics with the Control Tower and company-level performance dashboards.

D. Cross-functional Collaboration & Enablement

• Collaborate with Product, Data, Finance, and CS teams to align operational process changes with system capabilities and business logic.
• Translate operational issues into structured process design requirements for tech/product improvements.
• Serve as a subject matter expert (SME) on process governance for Operations, providing inputs to new initiatives or service models.
• Drive change management initiatives, ensuring new processes and standards are understood, adopted, and sustained across functions.
• Support training & communication plans to build organizational awareness of updated processes and standards.

• Bachelor's degree in Logistics, Supply Chain Management, Business Administration or related fields.
• At least 5 years of experience in process improvement, quality, or operational excellence roles.
• Excellent facilitation, documentation, and stakeholder management abilities.
• Strong knowledge of process design, SOP development, QA/LPA, and governance frameworks.
• Solid analytical and problem-solving skills; capable of building and interpreting KPI dashboards.
• Hands-on experience in process automation, workflow tools, or data visualization platforms (e.g., Power BI, Looker)

• Môi trường làm việc năng động đề cao tính chủ động, sáng tạo
• Thời gian làm việc linh hoạt
• 15 ngày phép/năm
• Lương cạnh tranh, lương tháng 13
• Thưởng hiệu suất công việc
• Thưởng các ngày lễ, tết
• Gói bảo hiểm sức khỏe hạn mức cao