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. At CHAGEE, our people are at the heart of the brand. Every role plays an important part in how we serve our customers and grow the business. We focus on building a workplace where people feel supported, respected, and able to do their best work. We value teamwork, open communication, and accountability, and we encourage continuous learning through training and development opportunities. As we continue to grow across the region, our team members grow with us and take on new challenges and opportunities along the way. If you are looking for meaningful work in a dynamic environment with a supportive team, explore our open roles and see where you might fit in. Kindly submit your resume and indicate the role you are interested in. Our team will reach out should a suitable opportunity arise. We look forward to connecting and exploring your career path with CHAGEE.