Job Description

Position Summary

This role is responsible for leading the

end-to-end delivery, quality assurance, and post-deployment operations

of the company's merchant-facing digital products -- including

Ordering System, Membership and data analytical Platform

.


The position bridges

engineering, operations, and regional expansion

, ensuring each deployment meets performance, compliance, and customer-satisfaction standards while building scalable processes for replication across Asia.

Key Responsibilities

1. Merchant Delivery & Onboarding

Lead full-cycle merchant onboarding: environment validation, account setup, menu configuration, payment linkage, user acceptance testing (UAT), and go-live. Develop and standardize

Merchant Delivery SOPs

, checklists, and success criteria (e.g., order conversion, payment accuracy, message delivery rates). Monitor post-launch metrics such as order success rate, payment reconciliation accuracy, and user satisfaction within the first 30 days after go-live.

2. Quality & Testing Framework

Adapt

APQP/IPD quality management principles

to digital deployment workflows. Build and maintain a

testing library

covering functional, performance, refund, and multi-merchant scenarios. Implement automated dashboards for incident alerts and error-rate monitoring. Drive continuous improvement through RCA (Root Cause Analysis) and preventive actions.

3. After-Sales Support & Issue Closure

Establish a

merchant support center (NOC/FA)

responsible for incident triage, escalation, and resolution with defined SLA timelines. Manage

knowledge base and playbooks

for troubleshooting, enabling faster issue resolution and knowledge transfer to partners. Collaborate with the product team to feed back real-world merchant issues into the product roadmap.

4. Supplier & IoT Quality Management

Coordinate with hardware suppliers (IoT sensors, cameras, gateways) and service vendors (SMS/email/payments) to ensure compliance with company SLA standards. Track quality KPIs such as delivery lead time, installation success rate, and hardware uptime; enforce penalties or corrective actions when required.

5. Data-Driven Operations

Work closely with the data and product teams to convert operational data (merchant uptime, campaign results, payment latency, refund rate) into

actionable insights

. Co-develop merchant segmentation templates (e.g., New, Active, Dormant, VIP) and operational dashboards to help merchants optimize retention and sales conversion.

6. Regional Expansion & Local Enablement

Localize delivery SOPs for regional markets (Singapore, Indonesia, Malaysia), ensuring compliance with

PDPA and local privacy laws

. Train and certify regional partners (system integrators, distributors) for implementation, maintenance, and quality audits. Support regional product localization (language, payment methods, hardware standards).

7. Internal Cross-Functional Collaboration

Act as the

interface between operations, product, and engineering

, ensuring clarity of deployment requirements, schedule alignment, and release readiness. Participate in change-management planning (RFC process) and release review meetings.

Required Skills & Experience

Bachelor's degree in Engineering, Computer Science, or related discipline. Minimum 8-10 years' experience in

project delivery, QA/Testing, or production quality management

, preferably from

IoT, robotics, or SaaS

industries. Proven record in

establishing quality and delivery frameworks (APQP/IPD)

, managing

supplier quality and mass production readiness

, and coordinating cross-functional teams. Familiar with modern digital deployment and testing environments (UAT, SIT, sandbox). Strong analytical and communication skills, capable of working with both technical and business stakeholders. * Proficiency in English and Mandarin is preferred for cross-regional coordination.