Operations and Customer Excellence Manager

Emma – The Sleep Company

. Own end-to-end operational and customer service performance for South Korea, including fulfilment, delivery, returns, and after-sales support .

Posted 9/30/2026full-timeSeoul • South KoreaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operations management, logistics, and customer service, with a strong focus on vendor selection, performance analysis, and process improvement. Proficient in managing customer service operations and utilizing CRM platforms to enhance service delivery and operational efficiency.

Highest-signal resume keywords

Operations ManagementVendor SelectionCustomer Service ExcellenceAnalytical SkillsCRM Platform Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Logistics ManagementSupply Chain ManagementRFQ ManagementData AnalysisInventory ManagementCost AnalysisPerformance MetricsProcurementProject ManagementExcel Proficiency

Soft Skills

Communication SkillsStakeholder ManagementNegotiation SkillsInterpersonal SkillsDetail-Oriented

Tools & Technologies

CRM PlatformsHelpdesk ToolsProject Management ToolsReporting Solutions

Industry Keywords

E-commerceCustomer ExperienceOperational PerformanceService PerformanceCapacity Planning

About the role

Key responsibilities & impact

Own end-to-end operational and customer service performance for South Korea, including fulfilment, delivery, returns, and after-sales support
Lead RFQ and vendor-selection projects for logistics, warehousing, and service partners
Manage supplier, warehouse, and logistics partner onboarding and performance using business reviews, SLAs, and corrective actions
Monitor inventory availability and fulfilment, delivery, and returns exceptions; investigate root causes and coordinate corrective and preventive actions
Support inventory reconciliation and month-end processes; review invoices, challenge discrepancies, and identify cost-saving opportunities
Act as the primary contact for customer service concerns and escalations, driving timely resolution
Analyse customer feedback, contact drivers, complaint patterns, and operational and service-performance data
Manage customer service capacity planning, workload forecasts, staffing requirements, backlog health, service coverage, dashboards, and reporting metrics
Lead cross-functional Operations and Customer Excellence projects improving SOPs, CRM and helpdesk workflows, system processes, reporting, and automation

Requirements

What you’ll need

Bachelor's degree or an equivalent educational background
Relevant experience spanning operations, logistics, supply chain, or e-commerce and customer service or customer experience
Proven experience managing RFQs, tenders, procurement, or vendor-selection projects and evaluating commercial and service proposals
Excellent communication, stakeholder-management, and negotiation skills
Exceptional interpersonal and customer service skills
Analytical skills and comfort working with capacity plans, performance data, cost breakdowns, trends, and numerical reports
Hands-on knowledge of CRM platforms, helpdesks, project management tools, and reporting solutions
Strong Excel skills preferred
Proactive, detail-oriented, and accountable; able to organise complex work, investigate issues, and follow through to resolution
Native Korean speaker
Full professional proficiency in spoken and written English
Currently reside in South Korea

Benefits

Comp & perks

Equal opportunity employer committed to building an inclusive workplace
Permanent – Full Time employment