Head of User Operations

Responsibilities

Strategic Leadership

• Develop and lead the overall User Operations strategy, aligning O2O and DTC initiatives with broader company goals.

• Translate customer and market insights into operational strategies that drive growth, efficiency, and retention.

2. Department Oversight

• Supervise and mentor the O2O Manager and DTC Manager, ensuring operational targets, KPIs, and quality standards are met.

• Foster synergy between the O2O and DTC functions to deliver a unified and consistent customer experience.

3. Customer Experience Optimization

• Champion customer-centric thinking across all operations, ensuring a frictionless, responsive, and personalized user experience across all touchpoints.

• Implement frameworks for continuous feedback, improvement, and customer satisfaction.

4. Operational Excellence

• Streamline and optimize end-to-end processes within both O2O and DTC operations to improve efficiency, reduce cost, and enhance service quality.

• Set and monitor key performance indicators (KPIs) across teams, using data-driven insights for decision-making.

5. Cross-functional Collaboration

• Collaborate closely with Marketing, IT, Product, Store Operations, and Supply Chain to ensure operational alignment and drive initiatives forward.

• Act as a central bridge between strategic planning and on-ground execution.

6. Digital & Data Enablement

• Leverage technology and data analytics to identify trends, improve operations, and guide strategic direction.

• Oversee the integration and scaling of digital tools that support O2O and DTC initiatives.

7. People Leadership

• Build, manage, and inspire a high-performing User Ops team.

• Encourage innovation, accountability, and a culture of continuous improvement.

8. Market Intelligence & Compliance

• Stay informed on industry trends, customer expectations, and competitive benchmarks to keep Chagee ahead of the curve.

• Ensure all user operations comply with relevant legal and regulatory requirements.

Qualifications

• Minimum 7–10 years of experience in operations, customer experience, or eCommerce/digital roles, preferably within F&B, retail, or tech-driven environments.

• Proven track record in managing cross-functional teams and implementing scalable customer experience strategies.

• Strong analytical and strategic thinking skills; experience with data analytics platforms is a plus. • Excellent leadership, communication, and organizational abilities.

• Hands-on experience with digital platforms, delivery operations, and DTC models.

• Bachelor's degree in Business, Operations, or a related field (Master’s degree is a plus).

• Fluent in Thai and English.