Working Location: Amway Binh Duong Central Warehouse - Mapletree Binh Duong Logistics Complex, No. 1, Dan Chu Street, VSIP 2, Binh Duong Industrial-Service-Urban Complex, Binh Duong Ward, Ho Chi Minh City, Vietnam
About The Role
The Distribution Operations Manager is responsible for leading distribution operations, encompassing outbound warehouse execution, middle mile transportation management, last mile delivery management, carrier governance, customer delivery experience & communication, service recovery and continuous operational improvement.
The role ensures shop replenishment orders & customer orders are fulfilled accurately, efficiently and on time while delivering a superior customer experience, through effective management of warehouse operations, transportation partners, service level performance, and network optimization initiatives. The position also plays a strategic role in driving innovation, technology adoption, and team capability development to support business growth and operational excellence.
Key Responsibilities
- Outbound Warehouse Operations Management: Lead daily outbound warehouse operations of Amway South Central Warehouse and North Central Warehouse, ensuring accurate and efficient order fulfillment, compliance with SOPs and performance standards, continuous process improvement, and effective cross-functional collaboration to optimize service levels.
- Fulfillment & Last-Mile Execution: Oversee end-to-end last-mile delivery via external 3PL carrier partners. Manage operational escalations and service recovery while driving continuous improvements to enhance delivery reliability and customer satisfaction.
- Carrier & Vendor Management: Manage strategic relationships with transportation partners. Establish governance frameworks and conduct regular performance reviews (monthly, quarterly, yearly).
- SLA Governance & Experience Management: Own core distribution KPIs: OTIF, On-Time Delivery, First Attempt Success Rate, Customer Complaint Rate, and Warehouse Productivity. Use Voice of Customer (VOC) data to close service gaps.
- Network Optimization: Evaluate current distribution networks to optimize speed, coverage, and cost efficiency. Recommend adjustments for carrier allocation, delivery zones, cut-off times, and warehouse-to-customer flows.
- Technology, Innovation & Digital Transformation: Lead the implementation and enhancement of logistics technology solutions, including WMS, Put-to-Light (PTL) systems, TMS optimization, route optimization tools, and real-time tracking/visibility platforms.
- Data Analysis & Reporting: Drive productivity enhancement, waste reduction, and cost optimization by leading Lean, Six Sigma, and continuous process improvement initiatives.
- Customer Communication: Develop and execute customer-centric communication plans for operational disruptions, peak seasons, warehouse relocations, and system migrations.
- People & Collaboration: Lead, coach, and develop a professional operations team. Partner closely with internal teams (Planning, Inventory, Shop Ops, Customer Service,etc.)
Key Requirements
Education & Experience:
- Bachelor's degree in Supply Chain, Logistics, Industrial Engineering, Business Administration, or a related field; Master's degree preferred.
- Minimum 10 years of experience in Supply Chain, Logistics, Distribution, or Warehouse Operations, with strong expertise in last-mile delivery and 3PL/vendor management.
- Proven track record of 3–5 years of people management experience
- Hands-on experience managing outbound warehousing, last-mile operations, carrier/vendor management, and customer fulfillment.
- Strong knowledge of distribution operations, particularly last-mile delivery models.
- Solid project management skills with the ability to perform effectively in fast-paced, high-pressure environments and meet tight deadlines.
Technical Skills & Core Competencies:
- Strong analytical and data-driven problem-solving skills, with advanced proficiency in Microsoft Excel.
- Experience with WMS, TMS, OMS, CRM systems, and data visualization tools (e.g., Power BI, Tableau) is preferred.
- Good understanding of customer experience (CX), Lean Six-Sigma, service quality management, and SOP/training development.
- Strong ownership, accountability, and results-oriented mindset with a proactive, continuous improvement approach.
- Excellent communication, stakeholder management, and influencing skills, with the ability to lead cross-functional teams and external partners.
- Innovative and adaptable, with a willingness to challenge the status quo and drive new initiatives.
