Fulfillment Operations Team Lead

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The Role

At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

The Operations Team Lead is responsible for both overseeing and executing high-volume recurring and/or ad hoc fulfillment operations work for sales and marketing partnerships teams while managing and supporting a team of Fulfillment Operations Specialists. This role ensures work is delivered accurately, efficiently, and on time through clear prioritization, quality oversight, and strong communication.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

• Core Team Responsibility: Execute operational sales tasks such as order placement and creation, QA, sales system updates, payment processing and issue escalations
• Manage and oversee the day-to-day execution of Specialists while prioritizing tasks, allocating bandwidth, and improving team efficiency
• Ensure team adherence to established SOPs, SLAs, quality standards, and delivery deadlines across all workflows
• Review work outputs and validate accuracy, completeness, and compliance prior to stakeholder handoff
• Coordinate cross-functional communication with other HelloConnect Team Leads, Project Managers, and channel stakeholders
• Ensure proper handling, confidentiality, and access control of sensitive customer and company data across all team workflows
• Identify operational risks, workflow gaps, or capacity constraints and escalate issues with clear context for efficient and effective issue resolution

What you’ll bring

• 3–5 years of experience in marketing operations, partnerships operations, or a related operational role.
• 2-3 years prior experience managing or overseeing team members delivering high-volume work while enforcing SOPs, SLAs, and deadlines
• Strong organizational, prioritization, and time-management skills in fast-paced environments
• Excellent written and verbal English communication skills for cross-functional communication, escalations, and documentation
• Critical thinker who is able to adapt, learn quickly, and comprehend various situations without a guide or SOP
• Google Suite proficiency (at least intermediate), especially Google docs and sheets
• Professionalism, discretion, and accountability when handling sensitive customer and company data
• Comfortable working across multiple systems, tools, and trackers while following SOPs and SLAs
• Experience with HubSpot and Customer account management platforms are a plus

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! 

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