E-Commerce Operations Manager

Job Summary:

The E-Commerce Operations Manager is responsible for leading and managing the end-to-end online operations of Southstar Drug across its digital sales channels including Southstar Drug's own website, Shopee, Lazada, and TikTok Shop. This role ensures operational excellence, smooth execution of online customer orders, efficient coordination with internal teams and external partners, and the continuous optimization of e-commerce performance to achieve sales, profitability, and customer satisfaction targets.

Key Responsibilities:

1. Platform Operations Management

• Oversee daily operations for website, Shopee, Lazada, and TikTok Shop, ensuring product availability, order accuracy, and timely fulfillment.

2. Order Fulfillment & Logistics Coordination

• Optimize order processing flows from placement to delivery, ensuring high fulfillment rates and on-time delivery.
• Work closely with logistics partners and internal warehousing teams to resolve bottlenecks, reduce delivery delays, and enhance customer experience.
• Monitor returns, cancellations, and refunds; ensure fast and customer-friendly resolution.

3. Marketplace Performance Optimization

• Monitor and improve marketplace metrics such as Seller Ratings, Fulfillment SLA, and Cancellation Rate.
• Maintain strong relationships with platform managers

4. Data Analysis & Reporting

• Track sales performance, operational KPIs, costs, and profit margins across channels.
• Provide regular business insights and recommend improvements to drive growth and efficiency.
• Identify operational gaps and execute data-driven solutions to optimize processes.

5. Inventory & Supply Chain Management

• Ensure accurate stock forecasting and alignment with merchandising and supply chain teams to prevent stockouts or overstocking.
• Coordinate replenishment cycles for fast-moving SKUs and campaign-specific items.
• Implement safety stock strategies for peak periods and promotional events.

6. Customer Experience Management

• Coordinate with Customer Service team to monitor customer feedback and complaints from all platforms, ensuring issues are addressed promptly and root causes are resolved.
• Work with Customer Service team to improve response times, issue resolution quality, and overall customer satisfaction.

7. Process & Systems Improvement

• Improve and document e-commerce operational workflows to enhance speed, accuracy, and scalability.
• Collaborate with IT and platform developers to optimize backend systems such as order management, inventory sync, and fulfillment automation.

8. Team Leadership

• Lead and develop the e-commerce operations team including coordinators, order processors, and fulfillment staff.
• Set KPIs, provide coaching, conduct performance reviews, and ensure collaboration across departments.
• Coordinate with merchandising, marketing, warehouse and head office support teams for launch plans, campaigns, and stock updates.

Qualifications & Skills:

Education & Experience

• Bachelor's degree in Business, Operations, Supply Chain, or related field.
• Minimum of 3–5 years of experience in e-commerce operations, marketplace management, or supply chain roles.
• Experience managing Shopee, Lazada, TikTok Shop, or Shopify-type website is required.
• Experience in retail, FMCG, or pharmaceuticals is a strong advantage.

Skills & Competencies

• Strong understanding of e-commerce operations, marketplace algorithms, and fulfillment workflows.
• Proficiency in order management systems (OMS), inventory management, and marketplace backend tools.
• Excellent analytical skills with the ability to interpret data and derive insights.
• Strong leadership, communication, and cross-functional coordination skills.
• Highly organized, detail-oriented, and able to manage multiple projects simultaneously.
• Problem-solving mindset and ability to thrive in fast-paced environments.

Work location: 655 Avocado St. Teachers Village Barangay San Miguel Pasig City

Job Type: Full-time

Pay: Php50, Php60,000.00 per month

Benefits:

• Employee discount
• Health insurance
• Opportunities for promotion
• Promotion to permanent employee

Work Location: In person