Job Description

Mission

To serve as the control tower and operational excellence anchor for the Ground Operations vertical - ensuring smooth day-to-day execution, compliance, and continuous improvement within fulfilment operations.


This role bridges the ground and HQ by providing real-time visibility of issues, driving root-cause analysis, and enabling fulfilment to meet service-level and sales growth demands.

Competencies

Minimally 3 years of frontline operations experience in the supply chain/logistics industry. Strong sense of ownership: Don't give excuses and make things happen. Customer obsession: Puts in the work to understand and delight customers. Resourceful, self-sufficient and inventive: The ability to accomplish more with less Excellent organisation and planning abilities: Focus on priorities to make decisions efficiently and productively. The ability to develop people: Coach others in their current roles to improve performance and prepare them for future roles. Flexibility and adaptability: Can adjust quickly to changing priorities and conditions. Copes effectively with complexity and change. Calmness under pressure: Stable performance even when under heavy pressure or stress. Great communication skills: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.

Responsibilities

1. Control Tower (Real-Time Operations Monitoring)

Serve as HQ-based point-of-contact for all Ground Ops dispatch, site deployment, and manpower-related coordination. Maintain live oversight of event status, manpower deployment, and issue escalation via control tower dashboard / communication channels. Support dispatching decisions, reallocation of manpower, and coordination with Delivery Ops during simultaneous peak periods. Track key operational KPIs (punctuality, set-up readiness, defects, incident reports) and report deviations daily.

2. Sales & Internal Coordination

Act as primary HQ liaison for Sales and other stakeholders regarding Fulfilment feasibility, workspace readiness, and special client requirements. Provide real-time responses to Sales queries on manpower, logistics, and operational constraints - ensuring Fulfilment is viewed as an enabler, not a blocker. Attend pre-event meetings when necessary to represent Ground Ops feasibility perspective.

3. Operational Excellence (OPEX) & Continuous Improvement

Partner with Fulfilment management to identify process inefficiencies and propose SOP enhancements under OPEX framework. Consolidate recurring pain points from event feedback, site reports, and photo audits; initiate countermeasures and training proposals. Run post-event reviews and prepare operational incident summaries with root-cause analysis. Assist in new system/process rollouts (e.g., Jotform, Retool, ThinkVAL dashboards) and drive compliance adoption.

4. Compliance & Training Support

Audit packing and delivery compliance against visual and procedural standards (customer service, punctuality, zero-defects). Maintain and update Ground Ops playbooks and training materials with People Ops and Fulfilment HQ. Support ground leads in conducting retraining and compliance checks for Specialists and CAs.

5. Data & Reporting

Maintain and periodically review daily and weekly Ground Ops performance dashboards (event punctuality, manpower deployment accuracy, client feedback).
Support month-end OPEX summaries and Fulfilment performance review decks.

What's in it for you

Work with a fast growing, at the same time, lean and mean team, to make real world impact. Have a lot of ownership and drive your own results. Work with smart people who sweat the details and push for the highest standards.

You should include these in your application

CV or LinkedIn profile Design portfolio (attach as separate document) Tell us about a time you had to work on a highly challenging task. How did you overcome it? What motivates you? * What's your favourite food and where do you get it? Why?