Lastmile General Ops. Head-Lastmile

About the Role

The Last-Mile General Operations Head is the single point of accountability for end-to-end performance of Lazada Express (LEX) Thailand’s nationwide last-mile delivery network. The role owns the governance system that drives service quality, operational efficiency and unit economics (P&L impact) — from KPI design and target setting to daily/weekly/monthly performance reviews, variance management and data integrity — while leading cross-functional initiatives that continuously improve processes, systems and ways of working.

The role partners with Regional and Cluster Managers and cross-functional teams (Network Ops, PMI, Partnerships/LMSC, Finance, Commercial/Product/Tech) to optimize routes/capacity, workforce, cost, and SOPs; hit SLA and budget; and scale best practices to improve service, safety/compliance, and unit costs nationwide.

Performance Governance & Execution

• Own the national performance cadence (daily/weekly/monthly); set targets, thresholds, and escalation paths with Regional/Cluster Managers.
• Track core KPIs—OTD, first attempt/pickup success, backlog/RTS, damages/loss, courier productivity, unit cost—and analyze trends/outliers.
• Lead root cause analysis at network/region/hub/courier/individual levels; convert findings into corrective/preventive actions with owners and deadlines.
• Plan and execute peak readiness, contingency responses, and post-event recovery.

Service Quality & Customer Experience

• Enforce SOPs/WIs and service standards end to end across hubs, pickup, delivery, returns, and MFC activities.
• Reduce failed/late deliveries and complaints via address quality, contractability, reattempt standard, and field coaching.
• Partner with Customer Service to close feedback loops and improve TSAT/Detractor/Complaints.

Cost & P&L Ownership

• Lead the annual budgeting cycle and Quarterly/Monthly reforecasts for last‑mile operations, aligning with demand outlook, capacity/courier plans, and unit‑cost/productivity targets.
• Steer budget, forecast, and accrual accuracy; manage unit cost per delivery/pickup and productivity.
• Optimize capacity planning, route/territory design, courier/fleet utilization, and 3PL/LMSC mix, including campaign economics.
• Approve and track benefits of cost/service initiatives, ensuring verified savings and ROI.

Data & Dashboard Governance & Decision Support

• Define KPI dictionary and single source of truth; align metric definitions/logic with PMI and cascade down to Regions/Clusters managers.
• Own reporting cadence (daily tracker, regional/hub scorecards, executive dashboards); automate pipelines and threshold alerts.
• Assure data quality—completeness, accuracy, timeliness—via reconciliation and audits (e.g., scan events, COD/asset reconciliations).
• Design and build automated dashboards/alerts and translate business questions into datasets, models, and clear insights.

Qualifications

• Bachelors in Engineering, Logistics, Supply Chain, Operations or Business; Master’s/MBA preferred.
• 6+ years in last mile/express/e‑commerce or high volume operations; 4+ years leading multi‑site or national teams.
• Proven ownership of service, productivity, and P&L impact outcomes; strong analytical and problem solving skills.
• Strong data skills: metric design, data validation, dashboard storytelling; fast numerical reasoning and mental math.
• Tools: Advanced Excel and AI; experience designing and building automated dashboards/alerts.
• Strong stakeholder management and fluent communication in Thai and English.