Operations Manager - Singapore

About Buddy Bites

Buddy Bites is a rapidly expanding premium direct-to-consumer pet food company, serving both dogs and cats through nutritionally balanced products mainly via subscription in Hong Kong and Singapore. Singapore represents a crucial growth market with a dedicated local team and leadership.

Role Overview

This newly established Operations Manager / Director will provide vital operational leadership within the Singapore team. Reporting to the COO (group) with direct interaction with the Singapore General Manager, this strategic position is responsible for crafting and optimizing the operational framework, ensuring seamless collaboration with the Hong Kong group-wide standards, and supporting the brand's ongoing development and expansion.

Key Responsibilities

• Develop, document, and continuously refine all standard operating procedures (SOPs) relevant to Singapore operations, including order management, customer grievance handling, and team integration processes.
• Manage the operational technology stack specific to Singapore including Shopify, order management, ERP systems, internal dashboards, and project tools.
• Spot and remove inefficiencies proactively by designing scalable operational workflows aligned with growth projections rather than reactive fixes.
• Guarantee Singapore's operational protocols align consistently with group-wide policies set by the Hong Kong office.
• Supervise customer service performance standards and address recurring issues identified from customer feedback in coordination with the broader operations team.
• Oversee the operational aspects of subscription management such as renewal procedures, pause/cancellation mechanisms, and customer communications.
• Generate comprehensive reports providing Singapore leadership and founders with insights into customer operations.
• Handle daily financial functions including invoicing, supplier payments, accounts payable/receivable, and maintaining a rolling budget tracker with operational expenditure transparency.
• Coordinate management of vendor and service provider agreements locally and ensure statutory compliance with Singapore regulations, including CPF and employment law adherence.
• Design and update Singapore operational dashboards monitoring subscriber numbers, fulfillment metrics, order costs, and churn rates, transforming raw data into actionable business intelligence.
• Lead Singapore readiness and operations for new product rollouts, packaging updates, and expansion into new sales channels.
• Function as the primary Singapore operations liaison with Hong Kong counterparts to maintain market alignment and share Singapore-specific insights.
• Collaborate closely with supply chain and inventory management in Hong Kong for Singapore inventory planning, warehouse performance, and third-party logistics management.
• Take on additional strategic projects as assigned by senior management.

Candidate Profile

• Minimum 5 years of operations experience within a fast-paced direct-to-consumer, e-commerce, or consumer brand setting.
• Proven capability in designing and implementing operational systems and processes from the ground up.
• Strong business insight into how operational decisions impact revenue, margins, and customer experience.
• Comfortable with data analytics and reporting tools such as Shopify and dashboard creation, capable of delivering quantitative recommendations.
• Experienced user of AI tools like Claude or ChatGPT for automating reports, SOP drafting, and advanced data analysis.
• Excellent multitasking and project management skills managing concurrent initiatives.
• Knowledge of Singapore employment legislation and statutory requirements including CPF and Ministry of Manpower regulations is a significant advantage.
• Experience coordinating across Singapore and Hong Kong or other multiple-market environments is preferable.
• Fluency in English is mandatory; proficiency in Cantonese and/or Mandarin is beneficial due to the regional business context.
• Applicants must possess a valid right to work in Singapore; Employment Pass holders are eligible.

Compensation & Benefits

• Competitive salary reflective of senior operations roles in the Singapore market.
• Performance-linked discretionary annual bonus.
• Corporate health and medical insurance coverage.
• Flexible, trust-based leave policy without specific day limits.
• Eligibility for Employee Stock Ownership Plan (ESOP), enabling staff to share in company growth.
• Direct interaction with company founders and access to a leadership team invested in personal and professional advancement.
• Opportunity for a dynamic, high-impact role contributing centrally to the scaling of a leading Asian direct-to-consumer pet food brand.