Title:  Senior Executive, Digital Operations

About The Role

The E-Commerce Operations Snr Executive is responsible for the end-to-end operational management of orders across digital commerce platforms, ensuring service level agreements (SLAs) are consistently met. This role sits at the intersection of operations, technology, and commercial functions - driving efficiency, data visibility, and cross-functional alignment to support business growth in a fast-paced online environment.

What You Will Deliver

Order & Platform Operations (70%)

• Oversees automated order management system handling 95%+ of order flow; intervenes only on edge cases and escalations; owns system health KPIs. 
• Owns inventory intelligence layer sets automated alert thresholds, monitors system-generated discrepancy reports, drives cross-team corrective action. 
• Leads campaign operations planning as a strategic contributor; ensures automation supports campaign scaling; reviews post-campaign performance data.
• Designs operational excellence frameworks; builds SOPs that embed automation and cross-functional accountability; drives adoption across teams.
• Sets onboarding standards and quality benchmarks; delegates execution; ensures automated compliance checks are in place.

Platform & Partner Management

• Owns strategic partnership relationships; drives SLA negotiation; ensures partner performance is measured and improved systematically. 
• Builds a structured incident management system; drives root cause analysis; turns recurring issues into permanent fixes via system or process change. 

Technology & Process Optimization

• Co-owns the automation roadmap with IT; drives system requirements from operations perspective; accountable for 95%+ order automation rate. 
• Designs reporting architecture; ensures dashboards enable real-time decision making for all stakeholders; drives data credibility across teams. 

Finance & Administrative Support

• Reduces direct involvement; ensures automated billing reconciliation is in place; escalates only on exceptions. 
• Establishes complaint resolution workflows and escalation protocols; monitors resolution SLAs; ensures team handles without senior involvement. 

Building Team Trust & Operational Credibility

• Actively builds confidence across Sales, Finance, and Commercial teams in the reliability and accuracy of e-commerce operations; becomes the go-to operations authority. 

What You Bring

Functional skills and knowledge

• Understanding of E-Commerce backend system (SAP)

• Advanced proficiency in Excel / Google Sheets; experience with BI tools is highly desirable.

• 3-4 years of relevant experience in eCommerce, Business Analysis, Operations Excellence, or a similar analytical role.

Soft skills

• Ability to Multitask and communicate clear and concisely

• Agile in implementing fast-paced online environment onto DKSH

• Demonstrated ability to structure complex problems, synthesize data, and communicate insights effectively

• High level of ownership, rigor, and stakeholder management capability.

• Proactive, responsible, organized and able to work independently

• Fluent written & verbal communication skills in English Education Bachelor’s Degree

Why Join DKSH