Head of Operations

Role Overview:

We are seeking a highly organized, emotionally intelligent Senior Manager / Head of Operations / Operations Director to oversee internal operations and drive efficiency through process optimization, automation, and AI implementation in a remote role.

This role will manage HR, Administration, and Customer Service departments, while also leading initiatives to streamline workflows, automate repetitive tasks, and introduce AI tools to improve productivity.

This is a non-commercial / non-sales role, focused purely on internal operations and execution excellence. The ideal candidate is calm, structured, and hands-on, able to translate business needs into efficient systems and workflows.

Key Responsibilities:

1. Operations Management

• Oversee daily operations across HR, Admin, and Customer Service

• Ensure processes are well-structured, documented, and consistently followed

• Maintain operational efficiency and accountability across teams

2. Process Optimization & Automation

• Analyze existing workflows and identify inefficiencies

• Design and implement improved processes across departments

• Introduce automation tools to reduce manual work and errors

• Build scalable systems that improve productivity and consistency

3. AI Implementation

• Identify opportunities to apply AI in HR, Admin, and Customer Service

(e.g., chatbots, workflow automation, reporting, document processing)

• Work with teams to integrate AI tools into daily operations

• Ensure adoption and proper usage of implemented solutions

• Continuously evaluate and improve AI-driven processes

4. Human Resources (HR)

• Oversee recruitment, onboarding, and employee lifecycle processes

• Ensure HR policies are implemented effectively

• Manage employee relations with professionalism and empathy

5. Administration

• Oversee administrative systems

• Ensure smooth internal coordination and documentation

6. Customer Service

• Oversee customer service processes and performance

• Improve response efficiency through automation and systems

• Handle escalations calmly and effectively

7. Internal Execution & Coordination

• Translate management direction into clear workflows and action plans

• Ensure tasks are executed accurately and on time

• Maintain structure, discipline, and operational clarity

Requirements

• Proven experience in Operations / HR / Admin leadership roles

• Experience in process improvement, workflow design, or system implementation

• Hands-on experience in any automation or AI tools

• Degree holder (at least 5 years of experience)

• Experience in leadership within a fast-paced, high-stress, and constantly changing environment

• Proficiency in ENGLISH and MANDARIN is a MUST

• Business travel is required

Ideal Candidate Portrait

• Strong analytical and problem-solving skills

• High emotional intelligence and people management ability

• Highly organized, detail-oriented, and execution-focused

• Able to balance people management + systems thinking

• Self-initiative, Fast learner, Open-minded with excellent Personal Skills

• Exceptional communication skills with all levels of staff, including C-level executives and senior management