Regional Operations Manager - SaaS Technology Solution Implementation
Role Overview
The Regional Operations Manager is responsible for leading regional operations and implementation of the company's F&B SaaS solutions. This role oversees end-to-end delivery-from onboarding and implementation to post-go-live operations-ensuring high service quality, strong merchant adoption, and operational excellence across the region.
You will lead a regional operations team, collaborate cross-functionally with Product, Engineering, Sales, and Customer Success, and drive continuous improvement through data-driven insights.
Key Responsibilities
Regional Operations & Delivery
- Own regional operations for SaaS solution implementation across F&B merchants
- Ensure consistent, high-quality delivery of implementations aligned with global standards
- Act as the escalation point for complex merchant issues and operational risks
- Drive operational readiness for new product launches and regional rollouts
Project Management & Implementation
- Lead end-to-end project management for regional implementations, from kickoff to go-live
- Manage timelines, resources, dependencies, and risks across multiple concurrent projects
- Ensure smooth handover from implementation to ongoing support and customer success
- Continuously improve implementation frameworks, playbooks, and SOPs
Merchant & Customer Success
- Partner with Customer Success teams to drive merchant adoption, satisfaction, and retention
- Oversee merchant onboarding, training, and issue resolution processes
- Proactively identify merchant pain points and drive solutions with internal teams
- Ensure SLAs, KPIs, and service quality targets are consistently met
Cross-Functional Coordination
- Collaborate closely with Product, Engineering, Sales, Support, and Finance teams
- Provide operational input into product improvements and roadmap prioritization
- Align regional execution with global strategies and initiatives
- Coordinate regional feedback loops to influence product and process enhancements
Quality Control & Process Optimization
- Define and enforce quality standards across regional operations
- Identify inefficiencies and lead process optimization initiatives
- Implement scalable workflows and automation to support growth
- Ensure compliance with internal controls and regional regulatory requirements
People Management & Leadership
- Lead, coach, and develop a regional operations team
- Set clear goals, performance metrics, and development plans for team members
- Build a high-performance, customer-centric operations culture
- Support hiring, onboarding, and succession planning for regional teams
Reporting, Insights & Risk Management
- Track and report on operational performance, delivery metrics, and customer outcomes
- Identify operational risks and develop mitigation and improvement plans
- Provide regular regional insights to senior leadership
- Use data to drive continuous improvement and strategic decision-making
Key Requirements
Experience
- 5-8 + years of experience in operations, implementation, or customer success roles
- Proven experience leading regional or multi-country teams
- Strong background in SaaS, technology platforms, or digital solutions (F&B experience preferred)
- Hands-on experience managing large-scale implementations or transformations
- Ability to communicate in Chinese to engage Chinese-speaking stakeholders
Skills & Competencies
- Strong project management and stakeholder management skills
- Excellent people leadership and team development capabilities
- Data-driven mindset with experience in operational reporting and analytics
- Strong problem-solving and escalation management skills
- Excellent communication skills across technical and non-technical stakeholders
Nice to Have
- Experience in F&B, hospitality, POS, or payments
- Familiarity with Agile or Lean operational methodologies
- Experience working in high-growth or scale-up SaaS environments
What Success Looks Like
- On-time, high-quality implementation of SaaS solutions across the region
- High merchant satisfaction, adoption, and retention
- Scalable, efficient, and well-governed regional operations
- A strong, engaged regional operations team delivering consistent results
Argyll Scott Asia is acting as an Employment Agency in relation to this vacancy.
