Working Location: 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Department: Operations
Line report: CEO
Scope: Vietnam Operations + Global DTC (US, UK, Canada, Australia) + Singapore Launch

Lixibox is a full-stack one-stop omni-channel solution for luxury affordable brands to reach GenZ consumers in Vietnam, one of the fastest growing regions in the world. We focus on optimizing operation by leveraging an in-house agency and the in-house technology solutions to bring the most effective brand launching that would benefit the end consumers.

We are a $30M+ omnichannel beauty device company scaling DTC globally. The Director of Operations will strengthen and optimize our Vietnam operational backbone while ensuring smooth DTC fulfillment for US, UK, Canada, Australia, and supporting Singapore market launch. Vietnam operations can run today without this role. The mission is to improve efficiency, structure, and global scalability — not firefighting.

I. RESPONSIBILITIES:

• Lead Customer Service, Warehouse, Logistics, Warranty teams
• Standardize SOPs and service KPIs
• Improve cost per order and operational efficiency
• Reduce return rate and warranty cost
• Establish clear SLA tracking and reporting

• Ensure seamless order fulfillment to US, UK, Canada, Australia
• Manage and monitor 3PL performance
• Optimize shipping cost and delivery speed
• Improve post-purchase experience (returns, exchanges, warranty)
• Coordinate stock readiness with Revenue & Finance teams

• Define operational model (cross-border vs local stock)
• Ensure stock availability and shipping stability
• Support compliance and local delivery setup
• Ensure smooth first 90-day launch operations

• Build operational dashboards
• Reduce manual processes
• Define escalation framework
• Strengthen cross-functional coordination (Ops × Revenue × Finance)

• Fulfillment SLA %
• Cost per order
• Return rate %
• Warranty cost %
• 3PL SLA compliance
• On-time delivery %
• Operational readiness for Singapore launch

II. REQUIREMENTS:

• 8–15 years in ecommerce or retail operations
• Experience managing warehouse, CS, and logistics at scale
• Strong cross-border DTC fulfillment experience
• KPI-driven, process-oriented operator
• Comfortable in fast-growth, founder-led environment

Bonus: Experience running a strong single flagship store with premium service standards.
Success Looks Like (12 Months)

• Vietnam operations more efficient and measurable
• Stable, scalable DTC fulfillment across key global markets
• Singapore market operationally smooth
• Minimal founder escalation on operations

III. RECRUITMENT PROCESS:  (3 rounds)

CV Application → 1. Online Screening with HR → 2. In-house Interview with CEO  → 3. Interview with the cross team.

IV. BENEFITS:

• Attractive income;
• Company Yearly Performance Bonus;
• PVI Healthcare Insurance; Full insurance contribution on 100% contractual salary
• 12 annual leave per year;
• Annual Salary Review;
• Social Insurance (prescribed by state);
• Lunch and snack sponsored by Company;
• Parking - Monthly parking is covered by Company;
• Other benefits: Company Activities (happy hour party, team building party, quarter party, company trip), sport club, gift voucher…
• Employee Discount Code (Up to 50%);