AIRR Labs is looking for an agile, system-minded, and detail-oriented Senior Operations Excellence Specialist to join our operations excellence team. This role focuses on improving system reliability, troubleshooting operational issues, coordinating cross-functional processes, and supporting seamless
e-commerce enablement for our partner brands.
You’ll act as a key problem-solver, ensuring smooth platform operations while working closely with internal teams and clients to scale solutions in a fast-paced, ever-changing environment.
Responsibilities:
System & Process Optimization
- Identify operational bottlenecks and inefficiencies across e-commerce operational workflows with proposed solution
- Collaborate with internal stakeholders to propose initiative and support the implementation of flexible and scalable system solutions tailored to client needs.
- Monitor recurring issues and drive long-term process improvements that reduce errors and manual dependencies.
- Champion a data-driven approach to decision-making, using analytics to measure and optimize initiative effectiveness.
Identify Troubleshooting & Operational Oversight
- Investigate and resolve platform issues such as quotation/invoice mismatches, OMS sync errors, stock discrepancies, and return/redrop failures.
- Act as a key point of contact for system-related issues and urgent escalations (including late-night calls, when necessary).
- Ensure accuracy and compliance in quotation, invoicing, finance-related documents, and any backend requirement such as VTO.
Client and Cross team collaboration
- Act as a bridge and be a trusted partner between teams, ensuring alignment between business, product, and operational functions as well as external platform contacts and client stakeholders.
- Translate client needs into operational plans and ensure follow-through on execution with attention to service quality and speed.
- Support onboarding and handover processes for new brands and projects.
Business Process improvement
- Identify areas within store operations (e.g., SKU set up, pricing, content uploads, promotion setup) where accuracy and efficiency can be improved.
- Review and optimize workflows to reduce errors, manual interventions, and turnaround time.
- Conduct quality checks to ensure readiness across platforms (Shopee, Lazada, TikTok Shop) and compliance with brand guidelines.
- Collaborate with cross-functional teams to implement scalable improvements based on QA findings and recurring operational issues.
- Generate insights from QA reports and exception logs to inform process improvement initiatives and client-facing reviews.
Requirements:
- 2–4 years of experience in project management, process improvement, or project coordination, ideally in e-commerce.
- Flexible, adaptable, and comfortable working in a fast-paced, constantly changing environment with an agile mindset.
- Strong project management skills with the ability to prioritize tasks, manage deadlines, and handle multiple projects at once.
- Experience leading cross-functional projects to improve workflows or solve operational problems, with the ability to engage and influence clients, senior leaders, and partners.
- Familiarity with e-commerce platforms (ie Shopee, Lazada, and TikTok Shop) with OMS/back-end systems is a plus.