Our client is one of the top internet companies worldwide, and they are looking for a Senior Community Operations Manager to develop and lead efforts to build, operate, scale and improve our customer experience and support operations for a sub-region grouped by several countries in North Asia. Based in Hong Kong, this managerial role comes with a heavy focus on leading teams, solving problems through data analytics, steering cross-functional discussions, delivering stellar operations outcomes, continuous process improvement and being customer obsessed.

What You’ll Do

• Lead three countries/ cluster teams to achieve operations outcomes and deliver projects with significant business impact.
• Lead the team with vision of the future status of the company's customer experience support in North Asia, and constantly providing mid-term plans with strategies to cooperate with the changes in day-to-day operation, the expectations from local business, and our long-term goal as a region.
• Be a passionate advocate for all our customers, championing customer experience within three country teams; also, be the advocate of your region and work with APAC team.
• Dive deep into the numbers, surface patterns and draw out actionable insights, and ultimately make data-driven process improvements.

• Work with internal stakeholders across region, make sure the voice from local team can be heard.
• Listen attentively to the voice of the company's community and provide actionable insight to the rest of the company that directly impacts how the the company's app works.

What You’ll Need

• A lover of process and optimisation. You will be revolutionising support for the company's community. You’re excited about the opportunity to create and experiment with support processes, and are willing and able to lead others in iterating and implementing them.
• Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes. You know how to explain data in a compelling way to get buy-in from your key stakeholders.
• An ace problem solver. You embrace challenges, and would stop at nothing to generate solutions--whether they’re hacky, short-term workarounds, or more sustainable, long-term process changes. You can design the right solution for the right environment, and have the diligence to follow through, win stakeholder buy-in, and deliver the desired outcomes.
• A brilliant communicator. You’re eloquent and able to strike the perfect tone, whether you’re explaining a new policy to riders, or explaining the recommendations of a data-driven study you conducted to regional stakeholders.

• A natural leader. You are passionate about leading and developing teams to perform at the highest levels while maintaining a fun and collaborative environment.
• An advocate for the customer. Incredibly empathetic and understanding of clients, partners and users alike. You will be a powerful advocate for the company's users and are obsessed with the community experience.
• Naturally curious. You love learning how things work and you’re always looking for ways to innovate. You enjoy testing different support strategies and tracking the results.