Head of Strategy & Operations

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 Careoffering 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 goodempowering 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 Head of Strategy & Operations is responsible for driving the company's strategic initiatives while ensuring operational excellence across warehouse operations, fulfillment, inventory management, technical services, and customer experience.

This role bridges strategy and execution, translating business goals into scalable operational frameworks, systems, and processes. The Head of Strategy & Operations will lead cross-functional initiatives, optimize operational performance, and implement systems and transformation projects that support the company's long-term growth.

The role oversees multi-warehouse operations, service operations, ERP transformation, and customer service performance while working closely with senior leadership to improve efficiency, scalability, and profitability.

Key Responsibilities:

1. Strategy & Business Operations

• Drive the company's operational strategy in alignment with overall business objectives and growth plans.
• Identify operational improvement opportunities, scaling strategies, and cost optimization initiatives across the business.
• Lead strategic projects including operational transformation, systems implementation, and process redesign.
• Develop operational dashboards, KPIs, and performance frameworks to guide leadership decision-making.
• Support senior management with strategic insights, operational planning, and business performance analysis.

2. Operations & Fulfillment Leadership

• Oversee end-to-end order fulfillment operations across multiple warehouses to ensure accuracy, efficiency, and timely delivery.
• Design and optimize operational workflows from order receipt to fulfillment and delivery.
• Ensure operational scalability to support business growth, new markets, and increased service demand.
• Implement performance metrics and continuous improvement initiatives across fulfillment operations.

3. Warehouse & Inventory Strategy

• Lead the strategic management and optimization of warehouse operations including inbound, storage, picking, packing, dispatch, and returns.
• Develop and implement strong inventory control frameworks to minimize losses, damages, shrinkage, and discrepancies.
• Establish robust inventory monitoring systems, audit processes, and reporting mechanisms.
• Drive warehouse process improvements to enhance productivity, accuracy, and cost efficiency.

4. Systems & Operational Transformation

• Lead the migration and implementation of NetSuite ERP across warehouse and inventory operations.
• Ensure strong system adoption, process alignment, and data accuracy across teams.
• Drive digital transformation initiatives to improve operational visibility, automation, and decision-making.
• Partner with IT and Finance teams to align system capabilities with operational and business needs.

5. Technical Operations & Service Delivery

• Oversee operational support for technical services including repairs, installations, and after-sales service.
• Develop frameworks to manage technician productivity, scheduling efficiency, and service quality.
• Establish operational standards and KPIs for service performance, including turnaround time and first-time fix rates.
• Ensure effective coordination between warehouse, spare parts management, and service teams.

6. Repair & Installation Operations

• Improve operational efficiency across repair, servicing, and installation teams.
• Implement performance tracking systems for technician productivity, service quality, and operational turnaround.
• Ensure availability and efficient management of spare parts required for repair and service operations.
• Optimize field service operations to improve customer satisfaction and operational productivity.

7. Cost Optimization & Risk Management

• Identify operational inefficiencies and implement strategies to optimize costs while maintaining service quality.
• Develop risk mitigation strategies to address operational bottlenecks, inventory losses, and process gaps.
• Ensure adherence to internal controls, SOPs, and regulatory requirements across operations.
• Drive continuous improvement initiatives to enhance operational resilience and scalability.

8. Customer Service Operations

• Oversee and develop the Customer Service team to maintain strong service levels and customer satisfaction.
• Establish customer service frameworks, processes, escalation flows, and service standards.
• Monitor key customer service KPIs including response time, resolution time, CSAT, and complaint trends.
• Ensure strong collaboration between Customer Service, Warehouse, Fulfillment, and Technical teams to resolve issues effectively.

9. Leadership & Cross-Functional Collaboration

• Lead and mentor operations, warehouse, technical service, and customer service teams.
• Work closely with Finance, IT, Sales, and Customer Experience teams to align operational capabilities with business goals.
• Drive cross-departmental collaboration to ensure operational readiness for business growth.
• Provide regular strategic and operational insights to senior leadership.

Requirements:

• Bachelor's degree in Operations Management, Supply Chain, Engineering, Business, or a related field.
• Minimum 8 years of experience in operations, strategy, or business operations, including leadership experience in complex operational environments.
• Proven experience managing multi-warehouse operations and fulfillment processes.
• Strong background in inventory control, operational optimization, and process improvement.
• Hands-on experience with ERP implementations (preferably NetSuite), particularly in warehouse and inventory modules.
• Experience managing service operations, repair, or installation teams is highly preferred.
• Strong strategic thinking, analytical, and problem-solving capabilities.
• Demonstrated leadership and cross-functional stakeholder management experience.
• Ability to translate strategy into operational execution in fast-growing environments.