The Last-Mile General Operations Head is the single point of accountability for end-to-end performance of Lazada Express (LEX) Thailand’s nationwide last-mile delivery network. The role owns the governance system that drives service quality, operational efficiency and unit economics (P&L impact) — from KPI design and target setting to daily/weekly/monthly performance reviews, variance management and data integrity—while leading cross-functional initiatives that continuously improve processes, systems and ways of working.

Partnering chiefly with Regional and Cluster Managers, the role surfaces issues and insights, mobilizes Operations to investigate and fix root causes, then tracks closure and refines the playbook with actionable guidance to achieve and sustain the best outcomes.

Beyond leading the team, the role cooperates a cross-functional (Network Ops, PMI, Partnerships/LMSC, Finance, Commercial/Product/Tech) to optimize routes/capacity, workforce, cost, and SOPs; hit SLA and budget; and scale best practices that improve service, safety/compliance, and unit costs nationwide.
1. Performance Governance & Execution
• Own the national performance cadence (daily/weekly/monthly); set targets, thresholds, and escalation paths with Regional/Cluster Managers.
• Track core KPIs—OTD, first attempt/pickup success, backlog/RTS, damages/loss, courier productivity, unit cost—and analyze trends/outliers.
• Lead root cause analysis at network/region/hub/courier/ individual levels; convert findings into corrective/preventive actions with owners and deadlines.
• Plan and execute peak readiness, contingency responses, and post event recovery.
2. Service Quality & Customer Experience
• Enforce SOPs/WIs and service standards end to end across hubs, pickup, delivery, returns, and MFC activities.
• Reduce failed/late deliveries and complaints via address quality, contractability, reattempt standard, and field coaching.
• Partner with Customer Service to close feedback loops and improve TSAT/Detractor/Complaints.
3. Cost & P&L Ownership
• Lead the annual budgeting cycle and Quarterly/Monthly reforecasts for last‑mile operations, aligning with demand outlook, capacity/Courier plans, and unit‑cost/productivity targets.
• Steer budget, forecast, and accrual accuracy; manage unit cost per delivery/pickup and productivity.
• Optimize capacity planning, route/territory design, Courier/fleet utilization, and 3PL/LMSC mix, including campaign economics.
• Approve and track benefits of cost/service initiatives, ensuring verified savings and ROI.
4. Data & Dashboard Governance & Decision Support
• Define KPI dictionary and single source of truth; align metric definitions/logic with PMI and cascade down to Regions/Clusters managers.
• Own reporting cadence (daily tracker, regional/hub scorecards, executive dashboards); automate pipelines and threshold alerts.
• Assure data quality—completeness, accuracy, timeliness—via reconciliation and audits (e.g., scan events, COD/asset rec

• Bachelors in Engineering, Logistics, Supply Chain, Operations or Business; Master’s/MBA preferred.
• 6+ years in last mile/express/e commerce or high volume operations; 4+ years leading multi site or national teams.
• Proven ownership of service, productivity, and P&L impact outcomes; strong analytical and problem solving skills.
• Strong data skills: metric design, data validation, dashboard storytelling; fast numerical reasoning and mental math.
• Tools: Advanced Excel, AI
• Experience designing and building automated dashboards/alerts; ability to translate business questions into datasets, models, and clear insights.
• Strong stakeholder management and fluent in communication both Thai and English.