Department Manager - Online SOP Development

Key Responsibility: Develop and maintain O2O standards, SOPs, and service benchmarks Support capability building programs (training, playbooks, tools) for stores and partners Monitor KPIs (SLA, quality, productivity) and highlight performance gaps Coordinate improvement initiatives to enhance efficiency and service quality Support audit frameworks and governance to ensure compliance with standards Ensure readiness of operations for new initiatives and process changes Collaborate with cross-functional teams to align standards with execution Qualifications: Bachelor’s or Master’s degree in Business, Engineering, Supply Chain, or related field 5–8 years of experience in O2O, retail, e-commerce, or operations Experience in SOP development, operational standards, or process improvement Strong understanding of retail operations, fulfillment, and O2O processes Experience in KPI tracking and performance monitoring Exposure to capability building, training, or change initiatives is a plus Strong stakeholder coordination and communication skills Analytical mindset with ability to translate data into actions Strong presentation skills Fluent in Thai and English Strong process design and operational excellence mindset Experience in retail, e-commerce, or O2O operations Knowledge of SOP development, KPI tracking, and quality management Analytical skills with ability to interpret data and identify gaps Experience in capability building or training support Ability to work cross-functionally and influence without authority Strong communication and structured problem-solving skills CP AXTRA | Lotus's CP AXTRA Public Company Limited. Nawamin Office: Buengkum, Bangkok 10230, Thailand “By applying for this position, you consent to the collection, use and disclosure of your personal data to us, our recruitment firms and all relevant third parties for the purpose of processing your application for this job position (or any other suitable positions within Lotus's and its subsidiaries, if any). You understand and acknowledge that your personal data will be processed in accordance with the law and our policy."