Chief Operating Officer

About Stryv

Stryv (pronounced Strive) is one of the fastest-growing consumer brands in Southeast Asia. We've received multiple platform awards from major retailers such as Shopee, Watsons, Guardian, and 7-Eleven. Founded by former Grab executives who helped build Grab Financial Group, Stryv is committed to making personal care accessible and aspirational.

Our Vision

We aim to become the Uniqlo of Personal Care—offering well-designed, high-quality personal care electronics like hairdryers, shavers, and electric toothbrushes. Our products are built in tier-1 global factories that manufacture for some of the world's biggest brands. By selling directly to consumers at accessible prices, we ensure that personal care is inclusive across all income levels.

Our Mission

Our mission is to create products that help you look good and feel good—empowering you to Stryv confidently toward your goals and dreams. We believe self-care is the foundation of self-confidence.

Backed by Leading Investors

We're proud to be backed by billion-dollar venture capital funds including East Ventures and GSR. Our supporters also include founders and leaders from some of the region's most iconic brands: Razer, Carousell, ShopBack, Carro, PRISM+, Grab, Atome, and many more.

As an entry-level Customer Service Representative, you will be the first point of contact for our customers across various channels (email, Whatsapp, social media chat). You'll assist with product inquiries, resolve issues, and ensure that every customer feels heard, valued, and supported.

The Role:

The Chief Operating Officer (COO) is responsible for leading and optimizing the company's end-to-end operations, including warehouse management, fulfillment, inventory control, systems migration, and technical service operations. This role ensures operational excellence, cost efficiency, and scalable processes across multiple warehouses and service teams, while supporting the company's strategic growth objectives.

Key Responsibilities:

1. Operations & Fulfillment Leadership

• Take full ownership of order fulfillment operations across two warehouses, ensuring accuracy, efficiency, and on-time delivery.
• Establish and optimize end-to-end operational workflows from order receipt to fulfillment and delivery.
• Ensure operational readiness to support sales growth and service demand.

2. Warehouse & Inventory Management

• Oversee daily warehouse operations, including inbound, storage, picking, packing, dispatch, and returns.
• Implement strong inventory control systems to minimize inventory losses, damages, shrinkage, and discrepancies.
• Lead regular stock audits, investigations, and corrective actions to maintain high inventory accuracy.

3. Systems & Process Transformation

• Lead and oversee the migration and implementation of NetSuite for warehouse and inventory operations.
• Ensure system adoption, data accuracy, SOP alignment, and user training across warehouse teams.

4. Technical Operations & Workforce Management

• Oversee warehouse operations that support technical services, including repairs, installations, and after-sales support.
• Manage and optimize the technician pool, including scheduling, productivity, utilization, and performance tracking.
• Ensure service quality, turnaround time, and compliance with safety and operational standards.

5. Repair & Installation Operations

• Lead and improve operations related to repairs, servicing, and installation teams, ensuring efficiency and service excellence.
• Establish KPIs for repair turnaround time, first-time fix rate, and technician productivity.
• Ensure spare parts availability and proper coordination between warehouse, service, and field teams.

6. Cost Control & Risk Management

• Control operational costs while maintaining service quality and scalability.
• Identify operational risks, bottlenecks, and loss areas, and implement mitigation strategies.
• Ensure compliance with internal controls, SOPs, and regulatory requirements.

7. Leadership & Cross-Functional Collaboration

• Lead, mentor, and develop operations, warehouse, and technical teams.
• Work closely with Finance, IT, Sales, and Customer Service to align operational capabilities with business goals.
• Provide regular operational reports, insights, and recommendations to the CEO and senior management.

8. Customer Service

• Lead, mentor and develop our CS team to maintain SLAs leading to customer satisfaction
• Develop a robust framework for us to maintain high levels of customer service across the different markets and platforms
• Establish clear customer service processes, escalation flows, and performance metrics.
• Ensure strong coordination between Customer Service, Warehouse, Fulfillment, and Technical teams to resolve customer issues efficiently.
• Monitor key customer service KPIs including response time, resolution time, CSAT, and complaint trends.

Requirements:

• Bachelor's degree in Operations Management, Supply Chain, Engineering, Business, or a related field.
• Minimum 8 years of operational leadership experience, with senior management or head-of-operations exposure.
• Proven experience managing multi-warehouse operations and fulfillment.
• Strong background in inventory control and loss prevention.
• Hands-on experience leading ERP or NetSuite implementation, especially for warehouse and inventory modules.
• Demonstrated experience running repair, service, or installation operations, including technician management.
• Strong leadership, execution, and change-management skills.
• Highly analytical, process-driven, and operationally hands-on.
• Excellent stakeholder management and decision-making ability.