Position Summary

Are you a visionary leader with a passion for driving seamless online operations and delivering exceptional customer experiences? As the Online Operations Head, you will play a pivotal role in shaping the future of our online store platform. This position offers the opportunity to lead the planning and governance of both platform delivery and post-purchase experiences, ensuring that business priorities are translated into reliable operations and effective customer outcomes. You will align cross-functional stakeholders, guide critical decisions, manage strategic partner relationships, and maintain operational, financial, and compliance controls. If you thrive in dynamic environments and are eager to make a significant impact, this role is for you.

Role and Responsibilities

Role responsibilities include, but is not limited to:

Set operational direction and priorities

-          Define the operating plan and improvement priorities across platform and customer operations. Align resources, annual planning and budget inputs, and capacity readiness with business objectives, sales forecasts, major campaigns, and product launches.

 

Oversee platform delivery

-          Provide guidance on the enhancement roadmap, project priorities, and business requirements. Secure cross-functional alignment, resolve delivery dependencies, and provide business direction and sign-off on material requirements and customer experience decisions.

 

Govern launch readiness

-          Oversee the readiness and approval process for platform changes, promotions, and new capabilities. Ensure testing, operating procedures, and customer communications meet business requirements before launch; authorize readiness decisions within delegated authority.

 

Own operational and customer outcomes

-          Oversee order delays, capacity risks, refund controls, customer feedback, agency performance, and recovery effectiveness through regular reviews.

 

Lead critical escalations and lasting improvements

-          Guide resolution of complex or high-impact issues that require senior judgment or cross-functional intervention. Align relevant teams on customer recovery, root causes, and permanent fixes.

 

Manage vendors and strategic partners

-          Own partner relationships and performance governance across integrated service providers. Lead service and commercial reviews, contract negotiations, and resolution of significant partner issues.

 

Maintain financial and operational governance

-          Establish and oversee controls for refunds, vendor billings, partner claims, and contract approvals. Ensure supporting validation, approval authority, documentation, and exception handling are consistently applied.

 

Oversee compliance and risk management

-          Ensure operational adherence to company policies and applicable privacy and security requirements in partnership with specialist teams. Sponsor audit readiness, partner system reviews, and closure of compliance findings and operational risks.

 

Drive stakeholder alignment

-          Lead the operating cadence with Sales, Technical Team, Logistics, Finance, and Customer Service. Use performance insights to prioritize improvements, and represent online operations in regional and global planning and reporting.

 

Develop the team

Set objectives and development plans, conduct performance reviews, and coach team members. Build ownership and collaboration across platform and operations responsibilities

 

Skills and Qualifications

To be successful in the role, you must have/be able to:

• Minimum 8 years of relevant experience in ecommerce, digital commerce, or online operations, including at least 3 years leading a team or managing an operations function.
• Strong understanding of ecommerce platforms, order fulfillment processes, and customer experience.
• Demonstrated capability in vendor and agency management, contract negotiation, financial controls, and operational governance.
• Strong analytical and commercial judgment, with the ability to use operational data to assess risks, plan capacity, prioritize investments and improvements, and resolve complex escalations.
• Excellent stakeholder management and communication skills, with experience aligning business and technical teams and influencing decisions across local, regional, or global organizations.
• Experience with enterprise ecommerce and ERP systems, business intelligence tools, and project delivery methods is an advantage.
• Willing to work fully on-site at McKinley Hill, Taguig

Don't miss this chance to join our team and lead the way in transforming online operations. If you're ready to take on this exciting challenge and drive success, we encourage you to apply today. Your expertise and leadership could be the key to unlocking new heights for our online platform.

Apply now and be part of a team that values innovation and excellence!

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