Assistant Operations Manager

Assistant Operations Manager

ON THIS DAY CO., LTD.

Department: Operations

Reports to: Executive overseeing operations

Teams managed: Admin / Customer Service, Warehouse and Packing, and the Café team (coordinated through the Head Barista)

Job Purpose

Manage and control ON THIS DAY's daily operations so they are systematic, efficient and connected across online and offline channels, covering sales and customer service, purchasing, inventory management, shipping, showroom and café operations, and coordination with suppliers, partners and external organisations in Thailand and abroad.

This role is key to connecting management, internal teams and external organisations, so that everyone shares the same understanding, work runs smoothly and the company reaches its goals.

The right person for this role has excellent communication and coordination skills, thinks systematically, analyses problems logically, sets priorities, and makes sound decisions and solves problems on the spot, as well as showing leadership, owning work through to completion, and being ready to work hands-on with the team when needed.

Key Responsibilities

1. Manage online and offline operations

• Plan, control and monitor every team's daily operations in line with company goals and standards
• Keep operations running continuously across online channels such as the website, marketplaces and social commerce, and offline channels such as the showroom, café and warehouse
• Prioritise work, assign duties and allocate staff to match the workload
• Check team readiness, work schedules and cover arrangements when needed
• Track the progress of cross-department work, setting clear owners and timelines so work is finished on schedule
• Analyse and solve on-the-ground problems systematically, considering the impact on customers, costs and operational efficiency
• Make decisions to resolve problems within your delegated authority, and present options with recommendations to management when approval is required

2. Manage the team and coordinate internally

• Act as the communication and coordination hub between management, the Admin team, the warehouse team, the café team, Marketing and Finance
• Pass on management's policies, plans and requirements so the team shares the same understanding and can put them into practice
• Communicate important information accurately, clearly, completely and on time to reduce errors
• Follow up cross-department work and resolve problems caused by miscoordination or mismatched information
• Advise, guide and support the team in solving day-to-day problems
• Promote teamwork, constructive communication and shared responsibility
• Assess the team's working problems and propose ways to improve efficiency and processes

3. Oversee the Admin team and customer service

• Control customer service standards across all online and offline channels so quality is consistent
• Ensure accuracy in order taking, product information, customer follow-up and delivery coordination
• Follow up complaints, returns, claims and after-sales issues so they are resolved appropriately
• Analyse customer issues, coordinate the relevant teams and set solutions that balance customer satisfaction and company interests
• Spot-check the quality of chat replies and team operations, and coach the team to raise service standards
• Follow up unresolved issues so customers receive information and progress updates continuously

4. Oversee the warehouse, stock and shipping

• Control receiving, storage, picking, packing and shipping so they are accurate and on schedule
• Coordinate sales, Admin and the warehouse so stock data and order status stay consistent
• Oversee stock counts, analyse variances and follow up stock issues until fixed
• Control the separation of sellable, damaged, returned and claimed goods
• Track and resolve shipping problems with carriers and other parties involved
• Check the readiness of packing materials, storage space and operating equipment
• Coordinate the receipt of new products and manage remaining stock in line with the sales plan

5. Oversee showroom and café operations

• Ensure the showroom and café are ready to serve to company standards
• Work with the Head Barista on service standards, cleanliness, staffing and equipment readiness
• Monitor compliance with SOPs and daily checklists
• Check the management of ingredients, inventory and waste control
• Follow up irregularities in sales, cash and closing documents, coordinating with Finance
• Support on-the-spot problem solving and in-store customer complaints
• Coordinate with Marketing and other teams to prepare for activities, promotions and new product launches

6. Manage purchasing and coordinate domestic and overseas suppliers

• Plan purchases of products, packing materials, café ingredients, spare parts and other supplies needed for operations
• Contact suppliers for quotations and compare cost, quality, trade terms and lead times
• Prepare and check purchasing documents in Odoo, and track order status and deliveries
• Check received goods against the purchase order and related documents
• Check purchase documents before passing them to Finance for payment
• Contact and coordinate overseas suppliers on orders, production, payment and shipping
• Track Proforma Invoices, Commercial Invoices, Packing Lists and related import documents
• Coordinate pre-shipment inspections and resolve cases where goods do not meet specifications
• Coordinate international carriers, freight forwarders and customs brokers so imports run to plan
• Maintain relationships with suppliers and business partners, focusing on professional communication and joint problem solving

7. Coordinate with government agencies and external organisations

• Contact and coordinate government agencies related to business operations, purchasing and imports
• Coordinate with the Customs Department through customs brokers, and prepare and check import documents
• Check preliminary requirements for products that need permits or standards certification from the relevant agencies, such as TISI, the Thai FDA, NBTC and OCPB
• Coordinate permit applications, renewals, follow-ups and document corrections until complete
• Check and follow up product labelling requirements and related documents before products go on sale
• Keep a register of permits, key documents and expiry dates to prevent operational delays
• Coordinate with Finance and others on taxes, duties and import costs
• Monitor regulatory changes that may affect the business, and summarise them with recommended actions for management

8. Coordinate product claims and after-sales service

• Manage and follow the product claim process from intake to case closure
• Coordinate between customers, the Admin team, technicians, suppliers and manufacturers
• Gather information, evidence and problem details systematically so cases can be checked and handled quickly
• Analyse problems initially and coordinate technical experts to find solutions
• Follow up repairs, replacements or spare parts in line with warranty terms
• Report cases with cost, dispute or trade-term risks to management for consideration

9. Coordinate with Marketing and support business activities

• Coordinate with Marketing to prepare products, stock, staff and shipping before campaigns start
• Support operations for promotions, product launches, events and business activities online and offline
• Inform the people involved of operational limits or risks in advance
• Gather customer feedback and suggestions to support product and service improvement
• Coordinate with partners or external service providers involved in company activities

10. Improve systems, analyse problems and report results

• Create and update SOPs, workflows and checklists so every team has clear working guidelines
• Analyse problems in work processes, find root causes and propose ways to prevent recurrence
• Use Odoo and company tools to record data, track work and check accuracy
• Prepare weekly operations reports covering backlog, issues, risks and solutions
• Present information to management in a clear, concise and reasoned way, with practical options or recommendations
• Follow up process improvements to increase efficiency, reduce errors and cut unnecessary costs

Qualifications & Skills

General qualifications

• Bachelor's degree or higher in Business Administration, Management, Logistics or a related field
• At least 3 years of experience in Operations, Operations Coordination, Team Management or a related field
• Experience managing a team or a business with both online and offline channels is a strong plus
• Able to use English for email communication and coordination with overseas suppliers or partners
• Able to use Microsoft Office, Google Workspace and business management systems; experience with Odoo or another ERP is a strong plus
• Experience in purchasing, imports, government agency coordination, or retail and service businesses is a strong plus

Key skills we value most

1. Communication & Coordination

• Excellent communication skills, able to communicate with people at every level: management, staff, customers, suppliers, partners and government agencies
• Explains complex information simply, clearly and completely
• Skilled at negotiation, following up work and managing stakeholder expectations
• Able to coordinate several parties at once without dropping information or causing misunderstandings

2. Logical & Systematic Thinking

• Reasons logically, analyses data and connects factors to support decisions
• Separates key issues, sequences steps and plans work systematically
• Sees links and impacts between departments rather than looking at problems from one side only
• Explains reasoning, solutions and recommendations clearly

3. Problem Solving & Decision Making

• Quick-witted and handles on-the-spot situations well
• Analyses root causes, weighs options and makes decisions under time and resource constraints
• Flexible, ready to adjust plans when circumstances change
• Does not just report problems but proposes solutions and acts on them
• Assesses risk and judges which matters to decide alone and which to bring to management

4. Leadership & Ownership

• Shows leadership, managing the team, delegating and following up effectively
• Highly responsible, follows work through to completion and never leaves problems without an owner
• Willing to make decisions within the scope of the role and take responsibility for the results
• Has a positive attitude to working with others, listens to opinions and handles conflict constructively
• Able to work hands-on with the team when needed

5. Operational Excellence

• Detail-oriented, able to manage several tasks at once and prioritise well
• Understands connected work processes from start to finish
• Able to control work quality and track results
• Thinks about improving systems, removing duplicate steps and preventing errors
• Able to run a business with both online and offline channels in a consistent way

Key Performance Indicators (KPIs)

• Operational Efficiency: daily work runs to plan, with fewer delays and errors
• Customer Service Quality: service quality and complaint handling speed meet company standards
• Inventory & Fulfillment Accuracy: accuracy of stock, orders and shipping
• Cross-functional Coordination: effective coordination between teams and work followed through to completion on schedule
• Purchasing & Supplier Performance: accuracy and timeliness of the purchasing process and supplier deliveries
• Problem Resolution: ability to resolve problems quickly and appropriately, and to reduce recurring issues
• Process Improvement: developing SOPs and improving work processes to be more efficient
• Team Performance: team readiness, work quality and ability to take responsibility for assigned work

Ideal Candidate

We are looking for someone who can be a key force in driving ON THIS DAY's operations: someone who communicates well, coordinates smoothly, thinks systematically, solves problems for real and owns work through to the end

Able to work with many kinds of people, from operations teams, customers and business partners to government agencies and overseas suppliers.

Someone who sees the big picture of the business without overlooking details, can align work across departments in the same direction, and is ready for situations that change every day.

We are not looking only for someone who takes orders and follows up on tasks, but for someone who can think, analyse, plan, coordinate and drive work to completion on their own, within the guidelines and goals set by the company.