Operations Manager

Job Description Summary:

Oceania International is a dynamic and rapidly growing E-commerce company specializing in diverse product lines across multiple emerging brands, including Gunnr, AHM, Wilprep Kitchen, Kyoku Knives, Birch Hunters, Zumi Access, and more. We are committed to delivering high-quality products while fostering innovation and customer satisfaction.

We are seeking a proactive and experienced Operations Manager to lead the development and growth of our emerging brands. This role is critical in driving operational strategy, ensuring seamless execution, and collaborating with internal and external stakeholders. The Operations Manager will be responsible for operational leadership, supply chain management, team development, and ensuring customer satisfaction, while also executing strategic plans that align with the company’s vision.

Key Responsibilities 

Brand Development and Go-to-Market Strategy

• Lead the launch and growth of new brands by working closely with marketing and product teams to refine brand positioning, pricing models, and promotional campaigns.
• Drive business growth through innovative sales and marketing strategies, maintaining and expanding relationships with key partners and stakeholders.
• Organize and facilitate cross-functional meetings to align on brand goals, sales objectives, and go-to-market strategies to ensure a unified approach.

Cross-Departmental Collaboration

• Serve as a key liaison between operations, marketing, sales, and product development to ensure seamless execution of business strategies.
• Foster clear communication and strategic alignment by hosting regular interdepartmental meetings that focus on business objectives, timelines, and project milestones.
• Collaborate closely with the marketing team to develop and execute promotional activities, content creation, and digital marketing initiatives, driving brand visibility and engagement.

Sales and Business Development

• Support the sales team by aligning operational processes with sales targets, ensuring streamlined order fulfillment and an optimal customer experience.
• Collaborate with sales leadership to forecast sales, track performance metrics, and execute lead-generation initiatives for each brand.
• Cultivate and strengthen relationships with key partners, vendors, and stakeholders to create new business opportunities and expand sales channels.

Process and Operations Development

• Design and implement end-to-end operational processes, including product sourcing, inventory management, and customer delivery, ensuring scalability as brands grow.
• Standardize procedures for product development, quality assurance, and supply chain management to drive efficiency and maintain high operational standards.
• Continuously evaluate and improve operational workflows, identifying opportunities to increase efficiency, reduce costs, and improve overall performance.

Project Management

• Lead cross-functional projects by allocating resources, managing timelines, and ensuring the on-time delivery of key objectives within budget constraints.
• Partner with marketing and product teams to support brand-building initiatives, including demo rooms, influencer partnerships, and affiliate programs.
• Oversee warehouse operations, focusing on inventory management, shipping logistics, and optimizing processes for both domestic and international shipments.

Customer Services & Technical Support Management

• Lead the Customer Service (CS) and Technical Support (TS) teams, ensuring they are equipped with the necessary product knowledge and customer service skills.
• Manage the CRM ticketing system to track and resolve customer issues efficiently, while optimizing connection rates to maintain high levels of customer satisfaction.
• Implement and maintain comprehensive dashboards to monitor key metrics, track progress, and ensure accountability within the CS and TS teams.

Data-Driven Decision Making

• Develop and manage dashboards to monitor key performance indicators (KPIs), including sales performance, customer satisfaction, and operational efficiency for emerging brands.
• Leverage operational and market data to drive informed decision-making and foster continuous improvement across all business functions.
• Regularly assess the impact of go-to-market strategies, making data-driven adjustments to optimize brand growth and performance.

Process Optimization

• Identify and implement strategies to streamline operations, improve workflow efficiency, and reduce operational bottlenecks.
• Work closely with departments such as product development, warehouse management, and marketing to enhance cross-functional coordination and execution.

Product Lifecycle Management

• Oversee the entire product lifecycle, from procurement and inventory management to international shipment logistics and customer delivery.
• Ensure smooth and timely transfers between warehouses and manage product delivery timelines to meet customer expectations.

Supply Chain and International Shipment Management

• Manage the entire supply chain process, ensuring efficient procurement, inventory management, and timely product delivery.
• Oversee international logistics, particularly container imports from overseas, optimizing both time and cost for shipping operations.
• Work with the supply chain team to enhance product availability, streamline imports, and minimize shipping costs.

Financial Management and Budgeting

• Develop and oversee operational budgets, ensuring alignment with the company's overall financial goals and objectives.
• Monitor operational expenses and financial performance, identifying areas for cost reduction and revenue optimization.
• Collaborate with the finance team to forecast financial projections, ensure proper resource allocation, and drive overall business growth.

ERP & Warehouse Management

• Utilize ERP systems to manage inventory tracking, product replenishment, and overall product management.
• Oversee warehouse operations, ensuring efficient organization, optimal product flow, and timely order fulfillment.
• Work closely with marketing teams to manage demo rooms, affiliate programs, and Key Opinion Leader (KOL) partnerships for effective product promotion and fulfillment.

Data Analysis & Reporting

• Develop and manage dashboards for customer service, technical support, marketing, and repair teams to provide valuable data insights.
• Analyze performance data to identify opportunities for operational improvements and provide actionable insights for decision-making.

Qualifications and Skills:

• Bachelor’s degree in Operations Management, Business, or a related field.
• 5+ years of management experience in e-commerce, product operations, or a related industry, with a demonstrated ability to lead cross-functional teams.
• Proven experience in project management, brand development, and driving business growth through strategic initiatives.
• Proficient in Microsoft Office, Google Suite, ERP systems, and data analytics tools such as Tableau.
• Strong analytical, communication, and problem-solving skills, with the ability to work with international stakeholders.
• Bilingual in Mandarin (required), with experience working in bilingual or multicultural environments.