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• Operations Manager (Hong Kong)

• Indefinite
• Full time
• 0000, Hong kong, Hong Kong
• Operations

Roles & Responsibilities:

1. Onboarding & Go-live

● Oversee and manage the entire go-live process for signed deals, ensuring timely and successful customer activations across Hong Kong markets

● Continuously optimize and scale go-live workflows to enhance efficiency and performance.

● Act as a central coordinator between sales, product teams, and external partners to ensure smooth onboarding experiences.

● Travel to different markets to observe implementation and go-lives as needed

2. Customer experience & support

● Ensure customer satisfaction across the entire customer base through visits, monthly business reviews, and building rapport with customers.

● Serve as the primary point of contact for enterprise clients, addressing needs and resolving concerns swiftly.

● Oversee the customer support team and ensure timely resolution of customer issues.

● Optimize resources and implement best practices to elevate customer support outcomes.

3. Performance tracking & reporting

● Build and maintain operational tracking around key metrics like adoption, time-to-live, tip rates.

● Optimize or create new dashboards based on operational needs

● Benchmark performance metrics across different markets

4. Vendor/Partner management

● Cultivate and manage strategic relationships with critical partners, including payment gateways and Point-of-Sale providers.

● Identify opportunities to improve operational efficiency and streamline processes between qlub and its partner.

5. Team leadership

● Provide insight and decision making around business strategies and direction along with the management team.

● Lead, mentor, and empower the operations team, fostering growth and development to ensure high performance.

6. Cross-functional Collaboration

● Work closely with sales, product, engineering, and tech teams to enhance customer satisfaction and operational efficiency.

● Serve as a liaison to ensure alignment and effective collaboration across various business functions.

Job Requirements:

● Minimum five years’ experience in operations, preferably in customer-facing roles; experience in start-ups or zero-to-one environments is an advantage.

● Proven track record of leading and managing operations teams

● Demonstrated willingness to engage directly in operational activities and collaborate with team members to resolve challenges.

● Established history of spearheading projects or initiatives and delivering quantifiable outcomes.

● Strong commitment to achieving exceptional customer satisfaction, supported by excellent communication, negotiation, and change-management abilities to align internal and external stakeholders.

● Proficient in quantitative analysis and data interpretation, translating findings into actionable recommendations that drive business impact.

Why Join Us?

● Be part of a fast-moving startup that offers plenty of opportunities for personal and professional growth

● Work with a global team of passionate and driven individuals who are dedicated to changing the payments landscape for restaurants

● Competitive compensation package

If you are an ambitious and driven individual who is excited about the opportunity to join a startup and make a real impact, we would love to hear from you. Apply now and take the first step towards an exciting new career with qlub