Senior Operations Account Manager

This is a fully remote position, open to applicants in China.

📋 Description

• Manage daily client relationships in both Mandarin and English across all communication channels, including WeChat.

• Take ownership of client performance from start to finish, encompassing timely deliveries and handling lost or undelivered parcels.

• Oversee escalations from initial report through to resolution.

• Facilitate weekly business review meetings.

• Analyze and refine client forecasts to ensure network planning can depend on them.

• Monitor profitability of accounts, identify margin losses, and devise recovery strategies.

• Convert recurring operational challenges into permanent solutions in collaboration with operations, quality, and finance teams.

• Disseminate successful solutions across all account management groups.

• Assist with intricate Chinese platforms, third-party logistics providers, and brokers facilitating parcel movement into the UK.

⛳️ Requirements

• Must be located in Shenzhen or willing to relocate there.

• Over 6 years of experience in an operational, account management, or client-facing position within logistics, supply chain, cross-border e-commerce, or a similar domain.

• Proven track record of managing high-volume, complex client operations and spearheading cross-team enhancements that yield measurable outcomes.

• Proficient in both Mandarin Chinese and English, with strong written and verbal communication skills.

• Comfortable working with data, including challenging forecasts, interpreting performance dashboards, and assessing operational challenges.

• Strong operational judgment and a proactive mindset.

• Clear and organized communication style.

• Experience in leading operational enhancements beyond a single account.

• Capability to coordinate solutions across operations, quality, and finance teams.

• Ability to navigate complex problems, escalations, risks, and dependencies effectively.

🏝️ Benefits

• Equal-opportunity employer dedicated to diversity, inclusion, and creating a thriving workplace for all.

• Opportunities for career advancement through larger and more complex accounts, increased pod responsibilities, and potential leadership roles.

• Rapid hiring process with decisions and offers made within 48 hours.