Head of Operations (MY) - FoodTech [25E13]
Our client is a fast-growing and profitable tech company reshaping the restaurant industry. They believe small, independent businesses deserve the same cutting-edge tools as the big players. Their multi-product platform offers AI-enabled ordering, delivery enablement, payments, and POS software to empower mom-and-pop restaurants. Backed by a passionate team we’ve supported nearly 20 million customers and achieved 5x revenue growth in three years, they are now seeking a Head of Transformation & Operations, reporting directly to the CEO, to take charge of our client support team of 15–20 rockstars. This role is critical to our next chapter of scaling and operational excellence. It is a full-time, onsite role based in Kuala Lumpur.
You’ll roll up your sleeves, dive into the trenches, and lead the team to crush OKRs and KPIs while delivering top-notch client experiences. This role is all about solving problems before they happen, streamlining processes with the product and engineering teams, and building a culture of learning, growth, and getting things done. If you’ve got leadership chops in a high-growth, product-led tech company, love data-driven decisions, and aren’t afraid to pick up the phone when needed, we want you! Bonus points if you’ve have experience collaborating with U.S.-based clients.
What You’ll Do:
Lead and Empower Your Team: Manage a bilingual (Mandarin and English) client support team of 15–20 members, including junior managers and team leads, to consistently meet and exceed OKR and KPI targets.
Collaborate Across Functions: Partner closely with product and engineering teams to optimize processes, improve efficiency, and proactively address client issues.
Foster Growth and Execution: Build a culture of continuous learning and fast-paced execution, ensuring team members are always growing and applying new skills.
Motivate and Mentor: Inspire your team to stay resilient, motivated, and goal-oriented, even in high-pressure situations.
Leverage Data for Impact: Use data analysis to identify trends, measure success, and drive data-informed strategies for improvement.
Solve Problems Before They Happen: Anticipate potential challenges and create preventive solutions to minimize reactive support needs.
Streamline for Success: Enhance support processes to ensure accuracy, speed, and alignment with our mission of delivering effortless client experiences.
Share Insights with Leadership: Provide regular updates to senior leadership on team performance, challenges, and progress.
Your First Year Success Will Look Like:
In six months, willing and able to resolve 100% of client escalation cases when needed
Project manage a client support initiative through implementation successfully
Uplevel the team & establish high performing team that consistently meets/exceeds goals
Create a clear KPI dashboard for the team and monitor them diligently
About You:
Bilingual Proficiency: Fluent in both English and Mandarin Chinese.
Tech-Savvy Leadership: Previous experience in a high-growth tech company, ideally within a product-led support environment.
Management Experience: At least 2 years of experience in a managerial role within support, product, or operations.
Hands-On Approach: Willing to lead from the frontlines—ready to pick up calls, solve problems, and support your team in real time.
Accountability: A track record of owning outcomes and consistently meeting hard deadlines.
Project Excellence: Able to showcase high-quality projects you’ve delivered.
Collaboration Skills: Proven ability to work cross-functionally and hold partners accountable to shared goals.
Strategic Communication: Skilled in translating ideas into actionable short- and long-form plans.