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Urgent! Director of Operations & Quality Lead Job Opening In Singapore, Singapore – Now Hiring MARLINX TECHNOLOGIES PTE. LTD.

Director of Operations & Quality Lead



Job description

Overview

This role is responsible for leading the end-to-end delivery, quality assurance, and post-deployment operations of the company’s merchant-facing digital products — including Ordering System, Membership and data analytical Platform .

The position bridges engineering, operations, and regional expansion , ensuring each deployment meets performance, compliance, and customer-satisfaction standards while building scalable processes for replication across Asia.

Responsibilities

  1. Merchant Delivery & Onboarding
    • Lead full-cycle merchant onboarding: environment validation, account setup, menu configuration, payment linkage, user acceptance testing (UAT), and go-live.

    • Develop and standardize Merchant Delivery SOPs , checklists, and success criteria (e.g., order conversion, payment accuracy, message delivery rates).

    • Monitor post-launch metrics such as order success rate, payment reconciliation accuracy, and user satisfaction within the first 30 days after go-live.

  2. Quality & Testing Framework
    • Adapt APQP/IPD quality management principles to digital deployment workflows.

    • Build and maintain a testing library covering functional, performance, refund, and multi-merchant scenarios.

    • Implement automated dashboards for incident alerts and error-rate monitoring.

    • Drive continuous improvement through RCA (Root Cause Analysis) and preventive actions.

  3. After-Sales Support & Issue Closure
    • Establish a merchant support center (NOC/FA) responsible for incident triage, escalation, and resolution with defined SLA timelines.

    • Manage knowledge base and playbooks for troubleshooting, enabling faster issue resolution and knowledge transfer to partners.

    • Collaborate with the product team to feed back real-world merchant issues into the product roadmap.

  4. Supplier & IoT Quality Management
    • Coordinate with hardware suppliers (IoT sensors, cameras, gateways) and service vendors (SMS/email/payments) to ensure compliance with company SLA standards.

    • Track quality KPIs such as delivery lead time, installation success rate, and hardware uptime; enforce penalties or corrective actions when required.

  5. Data-Driven Operations
    • Work closely with the data and product teams to convert operational data (merchant uptime, campaign results, payment latency, refund rate) into actionable insights .

    • Co-develop merchant segmentation templates (e.g., New, Active, Dormant, VIP) and operational dashboards to help merchants optimize retention and sales conversion.

  6. Regional Expansion & Local Enablement
    • Localize delivery SOPs for regional markets (Singapore, Indonesia, Malaysia), ensuring compliance with PDPA and local privacy laws .

    • Train and certify regional partners (system integrators, distributors) for implementation, maintenance, and quality audits.

    • Support regional product localization (language, payment methods, hardware standards).

  7. Internal Cross-Functional Collaboration
    • Act as the interface between operations, product, and engineering , ensuring clarity of deployment requirements, schedule alignment, and release readiness.

    • Participate in change-management planning (RFC process) and release review meetings.

Qualifications & Experience

  • Bachelor’s degree in Engineering, Computer Science, or related discipline.

  • Minimum 8–10 years’ experience in project delivery, QA/Testing, or production quality management , preferably from IoT, robotics, or SaaS industries.

  • Proven record in establishing quality and delivery frameworks (APQP/IPD) , managing supplier quality and mass production readiness , and coordinating cross-functional teams.

  • Familiar with modern digital deployment and testing environments (UAT, SIT, sandbox).

  • Strong analytical and communication skills, capable of working with both technical and business stakeholders.

  • Proficiency in English and Mandarin is preferred for cross-regional coordination.

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Required Skill Profession

Operations & Business Administration



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