Department Manager - O2O Operations Standards Capability

About the Role

Department Manager - O2O Operations Standards Capability responsible for developing and maintaining O2O standards, SOPs and service benchmarks to support Lotus's retail and e-commerce operations.

Responsibilities

• Develop and maintain O2O standards, SOPs, and service benchmarks
• Support capability building programs (training, playbooks, tools) for stores and partners
• Monitor KPIs (SLA, quality, productivity) and highlight performance gaps
• Coordinate improvement initiatives to enhance efficiency and service quality
• Support audit frameworks and governance to ensure compliance with standards
• Ensure readiness of operations for new initiatives and process changes
• Collaborate with cross-functional teams to align standards with execution

Qualifications

• Bachelor’s or Master’s degree in Business, Engineering, Supply Chain, or related field
• 5–8 years of experience in O2O, retail, e-commerce, or operations
• Experience in SOP development, operational standards, or process improvement
• Strong understanding of retail operations, fulfillment, and O2O processes
• Experience in KPI tracking and performance monitoring and ability to translate data into actions
• Exposure to capability building, training, or change initiatives is a plus
• Strong stakeholder coordination, communication and presentation skills
• Analytical mindset with structured problem-solving and ability to identify performance gaps
• Fluent in Thai and English

Additional Information

CP AXTRA | Lotus's
Nawamin Office: Buengkum, Bangkok 10230, Thailand

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