1. Business Operations & Service Excellence
- Direct and oversee OMS operations across multiple customer portfolios and trade lanes, ensuring consistent service execution and business performance.
- Manage end-to-end order management activities covering order visibility, booking coordination, planning, supplier engagement, and customer communication.
- Ensure successful implementation of new customer solutions through effective transition planning and operational readiness.
- Drive service quality and operational excellence by continuously improving productivity, efficiency, accuracy, and customer experience.
- Act as a senior escalation point for critical customer and operational issues, ensuring timely resolution and long-term corrective actions.
- Develop and maintain operational frameworks, working procedures, and governance models to support sustainable business growth.
- Ensure all activities are carried out in accordance with regulatory requirements, contractual obligations, and corporate compliance standards.
- Maintain accountability for operational financial performance, including forecasting, budgeting, profitability, cost management, productivity, and revenue assurance.
- Identify and implement opportunities for process simplification, automation, digitalization, and operational standardization.
- Strengthen partnerships with carriers, logistics providers, warehouses, transportation vendors, and internal stakeholders to enhance service performance and cost efficiency.
- Support commercial growth initiatives by identifying additional service opportunities and contributing to value-added solution development.
2. Performance & Process Governance
- Monitor operational performance against agreed customer commitments and internal service targets.
- Establish controls to ensure accurate order processing, booking validation, exception handling, and operational compliance.
- Safeguard data quality, accuracy, confidentiality, and integrity across all OMS activities.
- Ensure effective supplier governance through periodic reviews, performance monitoring, and continuous improvement initiatives.
- Oversee training and operational competency programs for employees and strategic service partners.
- Coordinate regional and local stakeholders to ensure smooth implementation of customer programs and business initiatives.
- Manage billing accuracy, cost allocation, vendor payment processes, and financial control activities.
- Lead operational reviews, governance meetings, and performance assessments to identify risks and improvement opportunities.
- Serve as the main escalation owner for service issues, customer implementations, and operational governance matters.
- Ensure compliance with applicable quality, information security, and business continuity requirements.
3. Leadership & Organization Development
- Lead, motivate, and develop managers and operational teams to achieve business objectives and service commitments.
- Create workforce strategies that align organizational capabilities, resources, and talent with business growth plans.
- Ensure appropriate succession planning, capability building, and resource allocation to support long-term operational stability.
- Foster a culture of collaboration, accountability, innovation, and continuous improvement.
- Set and monitor performance objectives for individuals and teams, ensuring alignment with organizational goals.
- Identify capability gaps and implement development plans, coaching initiatives, and career progression opportunities.
- Conduct regular performance evaluations and provide constructive feedback to support employee growth.
- Encourage proactive problem-solving and ownership across all levels of the organization.
Requirements
Experience
- Bachelor's degree in Supply Chain, Logistics, Business Administration, or a related discipline.
- Minimum 10 years of experience in logistics and supply chain operations, including at least 5 years in a leadership capacity.
- Proven track record in managing complex operations, multiple teams, customer-facing functions, and performance-driven environments.
- Experience with P&L accountability, operational strategy, process optimization, and solution development.
- Exposure to 4PL, freight forwarding, ocean freight, or integrated supply chain operations is highly desirable.
Skills & Competencies
- Strong understanding of Order Management Solutions and end-to-end supply chain processes.
- Demonstrated leadership capability with experience in coaching, team development, and organizational management.
- Excellent communication, influencing, presentation, and stakeholder management skills.
- Strong commercial awareness and business acumen.
- Analytical mindset with sound judgment and decision-making capability.
- Effective negotiation, facilitation, resource planning, and problem-solving skills.
- Ability to perform successfully in a dynamic, fast-changing, and high-pressure environment.
- Professional proficiency in both English and Vietnamese.
