The Gen.Ops Manager serves as the operational intelligence backbone of Last Mile Operations — taking enterprise-level performance and P&L analysis from the PMI team, deep-diving into hub-specific implications, and translating them into actionable, hub-level execution guidance. The role owns P&L performance, drives forecasting, leads initiative improvement, enforces SOP/WI standards across the network, and implements AI tools into existing operations — enabling data-driven decision-making at scale across 105+20 hubs.

Key Responsibilities
P&L Ownership & Cost Management
- Own end-to-end P&L for last-mile operations — monitor, analyze, and report cost variances against budget and forecast
- Conduct deep-dive cost analysis at hub, regional, and network levels to identify efficiency gaps and improvement opportunities
- Develop cost models covering IC payment structures, hub operating costs, and subcon pricing
- Provide early-warning alerts on cost overruns with root-cause analysis and corrective actions, in collaboration with Finance and PMI
- Drive cost optimization initiatives while maintaining service quality standards

Performance Forecasting & Operational Intelligence
- Translate PMI's cross-functional analysis into hub-specific execution guidance
- Develop operational forecasts (volume, cost, capacity, headcount) with hub-level granularity for proactive planning
- Monitor KPIs across 105+20 hubs — proactively identify performance degradation and diagnose root causes
- Build dashboards and reporting frameworks that turn complex data into actionable insights
- Present consolidated operational intelligence and recommendations to HOD, Regional Managers, and leadership

Initiative Improvement & Operational Excellence
- Identify, design, and drive improvement initiatives based on data analysis and performance gaps
- Lead cross-functional projects on systemic issues (e.g., rate adjustment impact, service quality recovery, hub optimization)
- Implement performance improvement plans for underperforming hubs with clear milestones and accountability
- Share best practices across regions to accelerate network-wide improvement

SOP/WI Control & Audit
- Create, update, and maintain SOPs and WIs for last-mile operations, aligned with business, regulatory, and best-practice requirements
- Conduct regular audits across the hub network using standardized frameworks and scoring mechanisms
- Drive corrective actions for non-compliance and track resolution to closure
- Train and coach hub teams on SOP/WI requirements and operational standards

AI Implementation & Tool Adoption
- Identify opportunities where AI/automation improves intelligence output, reduces manual effort, and scales decision-making
- Drive adoption across Gen.Ops and hub operations with training and suppor

• 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 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 are preferred.