Senior Executive Operation
Ninja Van
Subang Jaya, Selangor, Malaysia
Posted on Mar 27, 2026
Overall Purpose of the Role
As Ninja Mart scales its distribution network across Malaysia, the Senior Executive, Operations (Control Tower) plays a critical role in ensuring real-time visibility, operational stability, and SLA compliance across fulfillment, freight, and last-mile delivery functions.
This role acts as the key coordinator between frontliners and cross-functional teams, supporting daily order orchestration, vendor management, issue recovery, and performance tracking
Key Responsibilities
- Monitor end-to-end order progress from placement to delivery (forward & reverse flows).
- Ensure daily SLA compliance through proactive tracking and issue resolution.
- Troubleshoot delays, split deliveries, and short parcels in real time.
- Manage dispatch queue and resolve fulfillment disruptions promptly.
- Coordinate with last-mile and fulfillment vendors to ensure timely processing and SLA adherence.
- Track vendor performance and support improvement initiatives for service quality, coverage, and cost efficiency.
- Lead troubleshooting discussions during vendor performance reviews.
- Act as the first responder for daily operational escalations from Sales, Warehouse, and Delivery teams.
- Run root-cause investigations and execute recovery playbooks for missed SLAs.
- Ensure timely closure of incidents and collaborate with teams to prevent recurrence.
- Prepare daily dashboards and reports on key operational metrics, including order status, SLA performance, partial/short deliveries, and vendor scorecards.
- Highlight operational gaps and support data-driven decision-making.
- Document SOPs and best practices for fulfillment, freight, and vendor coordination.
- Execute initiatives to reduce order defects, improve customer experience, and enhance operational efficiency.
1. Order Flow & SLA Management
2. Vendor Performance Management
3. Recovery & Escalation Handling
4. Reporting & Visibility
5. Process Improvement & Standards
Requirements
- Minimum 3 years in supply chain, logistics, or operations with exposure to service operations.
- At least Diploma in Logistics, Supply Chain, Operations, Business, or related field preferred.
- Experience reporting operational performance.
- Minimum 2 years of supervisory or team-leading responsibilities.