Own overall company performance and profitability, including key business metrics such as GMV, take rate, and contribution margin—not merely the performance of a single function.
Translate the CEO's strategic direction into clear quarterly objectives and targets for each division, ensuring alignment and coordinated execution across the organization.
Serve as the single point of accountability to the CEO for the company's overall operations and business performance.
Leadership & Management Oversight
Lead, direct, and evaluate the Managers responsible for Partnerships, Growth/Marketing, Operations, Customer Service, and other operational support functions.
Establish clear KPIs/OKRs for each division, conduct monthly and quarterly performance reviews, and drive corrective actions when targets are missed.
Develop management capabilities through coaching, succession planning, and, in partnership with HR, decisions on promotion, rotation, or replacement.
Empower managers with appropriate autonomy, while stepping in primarily on cross-functional, high-risk, or matters beyond their authority.
Decision-Making & Trade-Off Management
Make prioritization decisions when competing interests arise across functions—for example, balancing Growth initiatives such as higher cashback rates against Finance's cash flow considerations.
Determine the allocation of budgets, headcount, and other resources across divisions based on business priorities and expected impact.
Hold approval authority within the limits delegated by the CEO, including partner contracts, marketing expenditures, and changes to commission structures or commercial schemes.
Cross-Functional Integration
Ensure that the end-to-end operating flow—from Partnerships → Product/Technology → Growth → Operations → Finance—functions as an integrated business process rather than as disconnected departments.
Lead regular management forums, including weekly operational reviews, as the primary mechanism for performance monitoring, issue escalation, and organizational alignment.
Establish consistent SOPs, SLAs, reporting standards, and data definitions across all divisions.
Risk, Governance & Compliance Ownership
Hold ultimate accountability for operational risks, including cashback payment failures, fraud, platform partnership termination, and consumer complaints or regulatory escalation.
Define the company's risk appetite and internal controls, while leading crisis management and communication with relevant authorities when required.
Ensure operational and regulatory compliance across Indonesia, Malaysia, and future regional markets.
Establish appropriate governance mechanisms to ensure that growth and operational execution remain within the company's risk and compliance framework.
Scaling & Organizational Design
Design an organizational structure and operating model that can scale effectively alongside user growth, increasing transaction volume, and regional expansion.
Lead expansion, efficiency, and organizational restructuring decisions in collaboration with HR and Finance, including entity restructuring where required.
Build scalable systems, tools, processes, and management dashboards that reduce dependency on individual employees and enable the organization to operate effectively at scale.
Qualifications & Requirements
Minimum 5 years of professional experience, with at least 3–5 years in a senior leadership role such as COO, VP, or Head of Operations.
Proven experience in the digital apps ecosystem, e-commerce, affiliate marketing, social commerce, fintech, or other technology-driven businesses.
Fluent in Mandarin (both written and spoken) and English, with strong communication skills in both languages.
Demonstrated experience leading multiple functions and teams, with direct oversight of Managers and senior individual contributors.
Strong understanding of key digital platform metrics, including GMV, take rate, CAC, LTV, and retention, with the ability to make informed, data-driven business decisions.
Proven track record of building, managing, and negotiating strategic partnerships with major platforms, brands, or ecosystem partners.
Strong capabilities in strategic planning, performance management, operational execution, and team development.
High level of integrity, ownership, and accountability, with a strong understanding of regulatory compliance, risk management, and consumer protection.
