On - Senior Specialist – Happiness Delivery Team Lead - Hong Kong

Team for Career Site

Operations

In short

The RoPAC Control Tower Lead is a critical leadership position responsible for the overall oversight of the entire Happiness Delivery (HD) operation and customer experience across the Rest of APAC (RoPAC) region, including Australia, New Zealand, Southeast Asia, and Hong Kong. You will be the sole point of accountability for all operational governance, BPO vendor performance, and process standardization within these markets. Leading a diverse core team of 5 team members distributed across Melbourne and Hongkong offices, you will drive service excellence, ensure compliance, and act as the strategic interface between local operations and Global HD vertical teams. Your ultimate mission is to deliver the “WOW” experience efficiently and compliantly at scale in this fast-growing, complex region.

Your mission

I. Cross-Regional Leadership & Governance
– Team Leadership: Lead, coach, and develop a core team of 5 team members (located in AU and HK offices), focusing on cross-cultural leadership, capability development, performance management, and career progression.
– Operational Standardization: Own and lead the process standardization efforts across the entire RoPAC region, resolving operational inconsistencies across all markets (AU, NZ, SEA, HK) to ensure a unified, high-quality service model.
– Compliance Oversight: Actively ensure that all local operations and BPO activities within RoPAC strictly adhere to internal policies and external regulatory requirements, specifically maintaining strict SOX compliance.

II. Vendor Strategy & Performance Management
– Full BPO Ownership: Hold overall accountability for the performance and governance of the two BPO Vendor Sites in Manila (totaling 16 Vendor staff).
– Strategic Vendor Liaison: Serve as the primary point of contact for Global Vendor Strategy & Governance, actively participating in and jointly responsible with the Global BPO department for BPO contract updates, personnel planning, and strict budget control.
– Performance Review: Lead local BPO Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), ensuring all Service Level Agreements (SLAs) and Critical Key Performance Indicators (CKPIs) are met, driving the vendor toward continuous improvement in efficiency and service quality.

III. Strategic Escalation & Improvement Drive
– Strategic Decision-Making: Serve as the final escalation point for all complex strategic cases and high-risk operational decisions, handling the most complex, cross-business-line customer issues for the region.
– Market & Compliance Monitoring: Conduct deep monitoring and analysis of local regulations, market characteristics, and evolving customer behavior across all RoPAC countries. Proactively propose operational and process improvement plans to mitigate compliance risks and adapt service to local needs.
– System Enablement: Drive system improvement requests for the RoPAC region, collaborating with Global Tech teams to resolve critical operational pain points (e.g., instability in core platforms like Shopify, D365, Narvar).
– Voice of Customer (VoC): Systematically collect, analyze, and convert NPS/CSAT insights and VoC data into actionable business improvements and strategic recommendations for the wider APAC organization.

Your story

I. Experience & Background
– Possess 8+ years of professional experience in customer service or operations, with at least 3+ years in a leadership, supervisor, or senior management role leading a cross-regional or cross-cultural team.
– Demonstrate extensive experience in BPO vendor management, including proficiency in contract, budget, and SLA/CKPI governance.
– Experience in DTC E-commerce or fashion retail industry is highly preferred.
– Experience in cross-country and regional team management is highly preferred.

II. Leadership & Traits
– Exceptional cross-cultural leadership, coaching, and motivational abilities, with a genuine passion for talent development.
– Possess a high level of emotional intelligence and patience, capable of effectively managing cross-functional stakeholder relationships.
– Ability to foster a positive and resilient team environment under high-pressure circumstances.

III. Core Abilities & Skills
– Expert-level problem-solving, de-escalation, and decision-making abilities, with excellent attention to detail.
– Strong strategic thinking and process optimization capabilities, able to translate operational pain points into actionable solutions.
– Outstanding analytical and data interpretation skills, capable of deriving strategic insights from VoC and operational data.
– Full professional fluency in English (written and verbal) is mandatory (required for communication with Global HD and BPO teams).
– Proficient in using CRM systems (e.g., Salesforce), D365/Shopify and other E-commerce back-end systems, as well as Google Workspace.

Meet the team

We offer a dynamic, challenging, and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields. This specific position is a 12-month fixed-term contract to cover a parental leave period.