Manager, Shops Operation (E-commerce)

Location: Kuala Lumpur, Malaysia

Company

hirify.global is a local delivery platform operating across around 65 countries as part of the Delivery Hero Group, headquartered in Berlin, Germany.

What you will do

• Own the operational and commercial performance of longtail Shops vendors and monitor agreed KPIs.
• Analyse vendor and portfolio data to identify performance gaps, operational bottlenecks, vendor behaviour, and root causes.
• Translate insights into scalable process improvements, automated workflows, vendor segmentation, SOPs, and self-service journeys.
• Collaborate with local Commercial teams, the Centre of Excellence, regional stakeholders, and technical teams.
• Standardise and optimise operating models and performance-management practices across markets.
• Manage priorities, responsibilities, delivery timelines, and impact measurement across multiple initiatives.

Requirements

• Experience identifying operational or commercial performance gaps, conducting root-cause analysis, and developing practical solutions.
• Understanding of how processes, systems, people, ownership structures, capacity, and execution quality affect performance.
• Ability to analyse datasets, identify patterns, and translate findings into recommendations and action plans.
• Experience designing, improving, or scaling operational processes, SOPs, workflows, or performance frameworks across teams, business units, or markets.
• Ability to define business requirements and collaborate with Data, Product, CRM, or technical teams on automated and system-based solutions.
• Ability to manage several initiatives and communicate complex findings to execution teams and senior stakeholders.

Nice to have

• Experience in e-commerce, quick commerce, food delivery, retail, or marketplace operations.
• Experience managing longtail, SMB, or high-volume vendor portfolios.
• Regional or multi-country operations experience.
• Familiarity with SQL, Looker, Data Studio, Tableau, Salesforce, CRM workflows, automation, or vendor self-service products.
• Experience with Centre of Excellence, shared-services, or outsourced operational models.

Culture & Benefits

• Cross-functional collaboration with local, regional, and shared-services teams.
• Opportunities to standardise and regionalise successful operational practices across markets.
• Data-driven operating environment focused on measurable vendor growth, retention, and efficiency.