The Role
The Head of User Operations will lead the User Operations strategy, optimize customer experience, streamline processes, and oversee a high-performing team while ensuring compliance and collaboration across departments.
Summary Generated by Built In
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.
Skills Required
- 7-10 years of experience in operations, customer experience, or eCommerce/digital roles
- Proven track record in managing cross-functional teams and customer experience strategies
- Strong analytical and strategic thinking skills; data analytics experience preferred
- Excellent leadership, communication, and organizational abilities
- Hands-on experience with digital platforms and DTC models
- Bachelor's degree in Business, Operations, or related field
- Fluent in Thai and English
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The Company
What We Do
CHAGEE is a leading international tea beverage company guided by the vision to connect everyone through a good cup of tea. The brand first started in 2017 in the hometown of tea, Yunnan, China, and has since expanded to over 6,000+ stores globally. As we embrace innovation and introduce a modern twist to traditional tea culture, we remain committed in preserving the true tea taste and only use fresh dairy and real tea leaves in all our beverages. Our teas also contain 0 creamer and 0 trans-fatty acids.
