Operations Manager

LINE MAN Wongnai is Thailand's leading on-demand delivery and lifestyle e-commerce platform. As part of the Merchant Digital Solutions business unit, you will design and run the operating system for businesses across Thailand. This role focuses on building a scalable field model that empowers merchants to digitize their operations. You will lead the design and scaling of installation, onboarding, and onsite after-sales support processes. The goal is to create a cost-efficient field operation that activates merchants faster and allows the sales team to focus on selling.

You will own the entire field-agent network, from recruitment and onboarding to training and performance management. You will design the job-intake and dispatch systems that serve as the backbone of the network. Additionally, you will balance a hybrid delivery model between a distributed field-agent network and a core in-house team. Your work will directly impact key metrics such as installation SLA, activation rates, and first-time-right performance.

• Build and scale a field-agent network from the ground up, recruiting and onboarding agents or partners region by region
• Design and implement a comprehensive training and certification system for POS, EDC, and payment hardware installation
• Develop the job-intake and dispatch system to route jobs efficiently to the right agents by area
• Own quality standards and track agent performance job-by-job to drive first-time-right results
• Run a hybrid delivery model balancing field agents with an in-house team for exceptional cases
• Monitor installation SLA, activation metrics, and early merchant activation rates to identify bottlenecks

• 3-6 years of experience in Operations, Program/Project Management, Vendor Management, or Field/Service Operations
• Proven ability to design operating models, training programs, and SOPs from scratch
• Experience building or managing distributed, gig, agent, or partner-based delivery networks
• Experience with POS, EDC, or payment hardware installation and field service programs
• Experience scaling or transforming field/service delivery models
• Experience owning onboarding, activation, or speed-to-live metrics