Operations Manager (DTC e-Commerce Business)
About PATI Group
PATI Group is transforming the e-commerce industry with a focus on premium dietary supplements. In just one year, we experienced an impressive 500% sales growth in the U.S. market.
Our goal is to establish ourselves as Vietnam’s top dietary supplement company by 2026, helping customers maximize their physical, mental, and intellectual potential.
Job Summary
PATI Group is looking for an Operations Manager to oversee our Direct-to-Consumer (DTC) operations, ensuring seamless efficiency, customer satisfaction, and scalability.
In this high-impact role, you will take full ownership of process optimization, operational excellence, and cross-functional coordination to support our ambitious goal of reaching $50M in annual revenue within the next 2–3 years. This is a unique opportunity for a process-driven, results-oriented leader who thrives in a fast-paced, growth-focused environment and is ready to make a real difference.
Essential Roles and Responsibilities
Process Optimization: Implement Kaizen methodologies to continuously improve operational processes, focusing on efficiency, cost reduction, and scalability.
Team Leadership: Lead and grow the Customer Support and Order Fulfillment team of 2-3 members, driving operational excellence and customer-centric initiatives by 2025.
Vendor and Agency Management: Oversee relationships with logistics, supply chain, and fulfillment partners to ensure timely delivery and high performance.
Cross-Functional Collaboration: Work closely with stakeholders (e.g., Marketing Operations, Affiliate & Community, and Accounting & Finance teams) to streamline operations, support product launches, and enhance customer experience.
Skills and Qualifications
1. Must-have Requirements
Proven Experience: At least 15 years of total experience in operations, with at least 5 years in a leadership role.
Proven track record in operational excellence, preferably in a DTC e-commerce company;
Alternatively, strong experience in the hospitality industry with exceptional technical proficiency.
Process Expertise: Hands-on expertise in process optimization (e.g., Kaizen), operational excellence, and customer-centric strategies.
Technical Skills: Familiarity with data analytics for performance tracking. Ability to manage budgets and resources efficiently.
Background: Experience in management consulting. MBA is a plus.
Candidate Type: Plug-and-Play candidate only; no room for “potential” candidates with no practical experience.
2. Behavioral Competencies
Integrity: The No. 1 required quality.
Data-Driven Decision-Making: Ability to make unemotional, logic-based decisions, while leading with authenticity and empathy.
Discipline: High level of discipline with zero tolerance for undisciplined behavior.
Mentorship: Ability to lead by example and develop junior team members into high performers.
Psychological Understanding: Understanding customer needs and how operational processes impact user experience.
Listening Skill: Ability to make others feel heard and valued during discussions and team interactions.
Alignment with our core values and behaviors. Read more about our culture here: https://www.patigroup.com/t/culture.
3. Nice-to-Have Requirements
Regional Experience: Experience with U.S. or EU e-commerce markets.
Technical Skills: Proficiency in tools like ERP systems, inventory management software, or lean manufacturing principles.
Growth Experience: Experience working in hyper-growth environments or startups scaling from Series A to Series C.
Compensation and Benefits
Compensation: Competitive salary package per month + incentive based on performance (open to negotiate).
Performance Bonuses: This can be up to 10 months of salary, based on performance measured by net profit, SOP, and adherence to cultural key behaviors.
Equity Offer: Potential to transition into a Head of Operations / COO role with an equity offer.
Professional Development: Gain access to the latest AI tools, automation technologies, advanced CRM systems, courses, and conferences to stay ahead in delivering exceptional customer experiences.
Workplace Culture: Join a dynamic, innovation-driven environment focused on employee success.
Additional Benefits: Social insurance, statutory leave, and team-building activities.
Team Management
Reports to: CEO.
Career Path: Potential promotion to Head of Operations / COO based on performance.
Current team dynamic: 2-3 Operations team members, working with cross-functional teams including Marketing Operations, Affiliate & Community, and Accounting & Finance.
Expected team size by 2025: 5-6 Operations team members (3 Assistant Managers and 3 Senior Associates).
Working Conditions
Location: On-site, 18 Street No. 38, An Khanh Ward, Ho Chi Minh, Vietnam.
Hours:
Monday - Friday: 8:30 AM - 5:30 PM, with a 1-hour lunch break.
Saturday (Culture Day): 6:30 AM - 09:00 AM. We kick off Saturdays with team runs and weekly reflections - mind, body, and momentum aligned.
Please make sure you have read and agreed to our working location and hours, including working on Saturday mornings.