Operations Excellence Manager

Lalamove is disrupting the logistics industry by connecting customers and drivers directly through our technology. We offer customers a lightning fast and convenient way to book delivery and moving services whether they are at their home, at work or on the go. People talk about O2O, we live it!

Currently, Lalamove is a leading global on-demand delivery platform with millions of delivery partners serving millions of orders everyday. With 1600+ employees spread across SEA and LATAM, our 12-year old company has reached unicorn status in 2018, is well funded by prominent VCs and has kept growing at tremendous speed since.

Our strength lies in our internal values, namely Passion in serving local communities, empowering SMEs and our driver partners, Execution and Grit because that is how we differentiate ourselves by never giving up and striving for excellence, and Humility - awareness in ourselves to learn from others and never stop improving.

At Lalamove, we strongly believe in the power of community. Millions of drivers and customers use our technology every day to connect with one another and move things that matter. Delivery is what we do best and we ensure it is always fast and simple. Since 2013, we have tackled the logistics industry head on to find the most innovative solutions for the world’s delivery needs. Our vision is to bring communities closer and make city life easier by allowing fast and convenient circulation of goods. We realize this vision with a ‘glocal’ approach, building a robust operations team to adapt our product to local networks of businesses and delivery contractors. At the same time, we have ambition to build an international brand by establishing an even more global presence.

Driver acquisition and onboarding: Constantly maintain an over-supplying effort by keeping a healthy and efficient process for driver acquisition and onboarding.

Community & Retention Management: Drive and lead communications, training, online community, engagement activities and multiple business initiatives to build trust & loyalty with our driver partners across the Thailand.

Provide leadership and strategic oversight for the Offline Presence function, through the Assistant Manager who manages the team’s day-to-day operations.

Guide the team in executing driver engagement initiatives that support Lalamove’s mission of “Painting the Roads Orange”, including vehicle sticker adoption across the driver network.

Oversee the planning and effectiveness of offline driver outreach initiatives to strengthen driver engagement and brand visibility.

Ensure operational processes related to sticker inventory management, installation activities, and driver engagement programs are well managed by the team.

Monitor team performance, KPIs, and operational outcomes, and provide direction to the Assistant Manager to continuously improve operational efficiency and impact.

Support the Driver Operations Manager in identifying process improvements and operational enhancements for the offline presence and driver benefits programs

• Degree holder with at least 5 years of operational/leadership experience, preferably in a logistics/e-commerce fulfillment environment
• Team management experience with at least 3 direct reports, plus if have experience leading multiple functions / verticals
• Experience in managing complex, cross-functional projects, plus if have experience working closely with regional or headquarter teams
• Knowledge and understanding of mobile and web technologies
• Positive & open-minded, result-oriented with strong business acumen
• Good command of both written and spoken English