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E-commerce Operations and Product Support Lead

2 months ago

Anaheim, United States Oceania International Full time
Job Overview

Position Summary:

Oceania International, a rapidly expanding E-commerce enterprise, is in search of a skilled and proactive Operations/Product Support Manager. This role is essential in overseeing operations to ensure optimal resource utilization. The successful candidate will ensure that production and customer service objectives are achieved through effective planning, coordination, continuous enhancement, and management of labor resources.

The Operations/Product Support Manager will be pivotal in supervising our repairs and quality assurance team, facilitating communication between the US and Chinese teams, and driving operational excellence. This position necessitates a bilingual professional fluent in both Chinese and English, possessing strong organizational capabilities, familiarity with data analysis, and a foundational understanding of warehouse management standard operating procedures (SOPs) and workflows. The individual will report directly to the Chief Operating Officer (COO) and must be adaptable to accommodate meetings with the China team during after-hours at least 2-3 times weekly.

Key Responsibilities:

Team Leadership:

  • Supervise the repairs and quality assurance team to uphold high standards of product quality and timely repairs.
  • Formulate and implement quality assurance protocols and repair procedures.
  • Devise and execute strategies to optimize workflows, ensuring compliance and efficiency.
  • Monitor and evaluate the performance of the quality management team, providing guidance and support to meet operational objectives.

Communication:

  • Act as the primary liaison between US operations and Chinese manufacturing partners.
  • Facilitate effective communication to ensure alignment and seamless operations.
  • Conduct regular meetings with the China team, including after-hours discussions at least 2-3 times weekly.

Reporting and Coordination:

  • Report directly to the Chief Operating Officer (COO) and provide consistent updates on operational activities.
  • Collaborate with various departments to ensure alignment of operational initiatives.
  • Prepare and present comprehensive reports on operational performance and areas for enhancement.

Quality Assurance and Repairs:

  • Ensure all products meet rigorous quality standards prior to reaching customers.
  • Oversee the process for managing repairs and returns, ensuring prompt resolution.
  • Implement continuous improvement strategies to enhance product quality and minimize defects.

Data Analysis:

  • Utilize relevant data analytics tools to assist in maintaining, updating, and optimizing operational dashboards.
  • Employ data analysis tools and applications to monitor and assess operational metrics.
  • Identify trends, anomalies, and opportunities for enhancement through data analysis.
  • Generate actionable insights to optimize operations and enhance efficiency.

Warehouse Management:

  • Maintain knowledge of warehouse management SOPs and workflows.
  • Ensure efficient and accurate warehouse operations, including inventory management and order fulfillment.
  • Collaborate with warehouse personnel to streamline processes and boost productivity.

Qualifications and Skills:

  • Bachelor's degree in Business Administration, Operations Management, or a related discipline.
  • Proficient in Microsoft Suite, Google Suite, ERP, and WMS systems.
  • A minimum of 3 years of experience in operations management, quality assurance, or a comparable role.
  • Bilingual proficiency in Chinese and English, with exceptional written and verbal communication skills in both languages.
  • Strong understanding of data analysis tools and applications (e.g., Excel, SQL, Tableau).
  • Basic knowledge of warehouse management principles, SOPs, and workflows.
  • Excellent organizational and multitasking abilities with a keen attention to detail.
  • Capability to work independently and collaboratively in a dynamic environment.
  • Flexibility to engage in after-hours meetings with the China team 2-3 times weekly.

Benefits:

Employment Type: Full-Time

Experience Level: Experienced

Compensation: $69,000 - $81,000