Senior Executive Operation

Overall Purpose of the Role

As Ninja Mart scales its distribution network across Malaysia, the Senior Executive, Operations (Control Tower) plays a critical role in ensuring real-time visibility, operational stability, and SLA compliance across fulfillment, freight, and last-mile delivery functions.

This role acts as the key coordinator between frontliners and cross-functional teams, supporting daily order orchestration, vendor management, issue recovery, and performance tracking

1. Order Flow & SLA Management 

• Monitor end-to-end order progress from placement to delivery (forward & reverse flows).
• Ensure daily SLA compliance through proactive tracking and issue resolution.
• Troubleshoot delays, split deliveries, and short parcels in real time.
• Manage dispatch queue and resolve fulfillment disruptions promptly.

2. Vendor Performance Management 

• Coordinate with last-mile and fulfillment vendors to ensure timely processing and SLA adherence.
• Track vendor performance and support improvement initiatives for service quality, coverage, and cost efficiency.
• Lead troubleshooting discussions during vendor performance reviews.

3. Recovery & Escalation Handling

• Act as the first responder for daily operational escalations from Sales, Warehouse, and Delivery teams.
• Run root-cause investigations and execute recovery playbooks for missed SLAs.
• Ensure timely closure of incidents and collaborate with teams to prevent recurrence.

4. Reporting & Visibility 

• Prepare daily dashboards and reports on key operational metrics, including order status, SLA performance, partial/short deliveries, and vendor scorecards.
• Highlight operational gaps and support data-driven decision-making.

5. Process Improvement & Standards

• Document SOPs and best practices for fulfillment, freight, and vendor coordination.
• Execute initiatives to reduce order defects, improve customer experience, and enhance operational efficiency.