Operations Manager

About LINE MAN Wongnai

LINE MAN Wongnai is Thailand's leading on-demand delivery and lifestyle e-commerce platform. As part of the Merchant Digital Solutions (MDS) business unit, we are building the “Operating System” for businesses across Thailand. From Food & Beverage to Retail and Services, our ecosystem of POS, Payment, and Data solutions empowers merchants to grow and digitize their operations.

Getting a merchant fully set up and live — POS, payment hardware, and every product in place — is one of the most important moments in that journey. We are building a smarter, more scalable way to deliver that experience to merchants across the country, and this role is being created to design and run it.

Your mission is to be the “Architect of a Scalable Field Model.”

Reporting directly to the Technical Onsite Support Lead, you will own how installation, onboarding, and onsite after-sales support get done across all products — POS and payment hardware alike. You will design and scale a field operating model that reaches merchants nationwide efficiently — through a mix of a distributed field-agent network and a core in-house team — supported by the training, job-intake, and performance systems you build. The goal: a field operation that scales cost-efficiently, activates merchants faster, and frees our sales team from field logistics to do what they do best: sell.

What you’ll do:

• Build & Scale the Field-Agent Network: Recruit and onboard field agents or find the partners region by region, and design a flexible delivery model that scales coverage across Thailand efficiently. This is a build-from-the-ground-up mandate — you create the network, not just run one.
• Design the Training & Certification System: Build the training that brings every agent up to LMWN's standard on POS, EDC, and payment-hardware installation and onboarding — so any certified agent delivers a consistent, quality result, anywhere.
• Design the Job-Intake & Dispatch System: Build how jobs are received, assigned to the right agent, and routed by area — the operational backbone that keeps the network running and merchants served on time.
• Own Quality & Performance Tracking: Set the quality standard and track agent performance job-by-job. Drive first-time-right, close the loop on issues, and manage the network's health — coach or replace under performers, reward the best.
• Run the Hybrid Delivery Model: Balance the field-agent network with a core in-house team — deciding what the network handles versus what stays in-house for exceptional cases and coverage assurance — and coordinate across Sales, Product, and Payment operations to keep delivery smooth.
• Monitor Results & Drive Early Activation: Own installation SLA, activation, and quality metrics, and the field's contribution to early merchant activation (first-month active rate). Report performance to leadership, find the bottlenecks, and continuously improve the model.

What you’ll need:

• 3–6 years in Operations, Program / Project Management, Vendor or Partner Management, or Field / Service Operations — ideally in a fast-paced tech, payments, or retail environment.
• A builder of systems, not just an executor — proven ability to design an operating model, a training program, and dispatch or tracking processes from scratch, and to write the SOPs behind them.
• Experience building or managing a distributed, gig, agent, or partner-based delivery network, or outsourced field delivery.
• Experience with POS, EDC, or payment-hardware installation, or field / service programs.
  Experience scaling or transforming a field / service delivery model.
  Experience owning an onboarding, activation, or speed-to-live metric (e.g. first-month active rate).
• Quality and performance management — comfortable setting KPIs and SLAs, tracking distributed performers job-by-job, and holding them to a standard.
• Analytical and reporting strength — high proficiency in Google Sheets / Excel and dashboards, able to turn performance data into clear recommendations. Fluent in Thai; working English a plus.
• Background in Payments, Retail Tech, Telecom, logistics, or the F&B industry is a plus.
• Familiarity with field-service management, dispatch, or gig/marketplace platforms is a plus.
• A process-design or continuous-improvement background (e.g. Lean) is a plus.