Head of Operations

Position Mission:The main mission of this role is to help the company transition from a founder-driven organization into a system-driven, KPI-driven, SOP-driven, and professionally managed company. This person will be responsible for translating business direction into operational execution, building department accountability, improving SOP discipline, strengthening management routines, and helping the company scale from around 70 people to the next stage without operational chaos. Key Responsibilities: 1. Business Operations Management Work closely with the Founder/CEO to translate company strategy into quarterly, monthly, and weekly operational priorities. Build and manage company-wide operating rhythm, including weekly management meetings, monthly business reviews, and project follow-ups. Track business performance across key departments such as online sales, outlets, customer service, training, pharmacy/channel sales, warehouse, and support functions. Identify operational bottlenecks and drive practical solutions across departments. Ensure that company goals are clearly broken down into department-level responsibilities and measurable deliverables. 2. SOP Development & Execution Discipline Review, improve, and standardize core SOPs across departments. Build SOPs not only as documents, but as practical execution tools for training, auditing, and performance management. Ensure SOPs are properly communicated, trained, implemented, and followed. Create SOP audit/checklist mechanisms to monitor execution quality. Reduce repeated mistakes, unclear workflows, and dependency on verbal instructions. 3. KPI, Performance & Accountability System Establish clear KPIs for each department and key role. Ensure all department heads understand their targets, responsibilities, and expected outcomes. Track KPI progress weekly and monthly. Identify underperformance early and work with department heads to create improvement plans. Support the Founder/CEO in building a performance-driven culture. Help design practical reward, penalty, improvement, and replacement mechanisms. 4. Organization Structure & Talent Upgrade Review current organization structure and identify gaps, overlaps, unclear responsibilities, and weak leadership areas. Clarify job scopes, reporting lines, and accountability for department heads and key positions. Support talent mapping across the organization: High performers; Stable performers; Trainable but underdeveloped staff; Low performers or wrong-fit employees. Work together with HR/recruiters to identify critical hiring needs. Help build a talent pipeline so that replacement and upgrading of talent does not create operational gaps. Support the company in professionalizing management without losing business speed. 5. Cross-Department Project Management Lead and monitor key internal improvement projects. Break projects into timelines, owners, deliverables, and review points. Follow up closely with department owners to ensure execution. Escalate major delays, risks, or resource issues to the Founder/CEO. Improve cross-functional coordination between sales, outlets, customer service, training, warehouse, finance/admin, and product-related teams. 6. Data-Driven Management Build simple but effective business dashboards and reporting routines. Ensure key departments submit accurate and timely data. Use data to identify business issues and execution gaps. Support management decision-making with facts, not assumptions. Track key metrics such as sales performance, outlet performance, customer service quality, training completion, inventory/logistics issues, project progress, and team productivity. 7. Management Culture & Execution Standard Help build a culture of ownership, accountability, punctual follow-up, SOP discipline, and result orientation. Coach department heads to improve planning, reporting, problem-solving, and team management. Reduce over-dependence on the Founder/CEO for daily operational chasing. Handle resistance from old habits, unclear roles, and non-performing team members in a professional but firm manner. Act as a stabilizing and execution-focused management partner to the Founder/CEO. Requirements Requirements: Minimum 5 to 8 years of experience in operations management, business operations, retail operations, service operations, sales operations, or general management. At least 2 to 3 years of people management experience. Experience managing or coordinating multiple departments, outlets, teams, or business functions. Strong experience in SOP development, KPI tracking, project management, and execution follow-up. Proven ability to work in a growing company environment where systems are still being built. Able to manage both business execution and people accountability. Strong communication skills with the ability to work directly with Founder/CEO and department heads. Comfortable handling resistance, underperformance, unclear responsibilities, and fast-changing priorities. Strongly Preferred Industry Background: Beauty / skincare; Aesthetic / medical aesthetic; Beauty salon chain; Wellness / spa / personal care; Retail chain; FMCG; Pharmacy channel / health & beauty retail; E-commerce / online sales; Direct sales or sales-driven service business; Education/training center operations; Multi-outlet service business.