Head of Operations

Job Overview And Responsibility

We are a small team, and there is no existing operations team. You will set up processes and work together with the founder to automate these on the platform. Expect hard work, a challenging environment - and the opportunity to build something big! The Head of Operations is responsible for running all domestic trucking shipments on SENLA, including onboarding new carriers and shippers, dispatch coordination, documentation (B/L, POD, invoices), issue handling, claims, and payment reconciliation. In the beginning you will run operations yourself. Over time you will build the processes and hire a team to scale operations across Vietnam. We are looking for an operations expert with a strong background in logistics who works directly with customers and partners, and can design processes that can scale and be automated. This role means building from the ground up; you need a builder mentality! Responsibilities Operational Execution - Build and manage the core operating workflows across: • Sender acquisition and onboarding • Carrier acquisition and onboarding • Customer success and support • Fulfillment coordination (pickup → delivery → POD) • Payment and collections - Be the first operator: run the processes yourself before building the team. Operational Blueprint & Standardization - Design how SENLA runs shipments from end to end, including • Order matching + acceptance • Pricing • Dispatch + routing communication • Documentation (B/L, POD, invoices) • Exception handling and claims • Billing, invoicing, and collections - After defining the processes, work with the tech team to standardize and automate them to reduce manual work and improve reliability. - Key performance metrics include on-time delivery %, shipment volume, empty-mile reduction, successful documentation rate, claim rate, and payment collection. Customer & Market Feedback Loop - Continuously improve operations and provide structured product improvements recommendations. - Translate insights into: • Operational improvements • Product feature requirements • Pricing & service policy updates Scaling & Team Building - Build an operations team including operations, customer support, and account management as volume increases. - Train new hires using operations processes you set up. - Set clear targets and review monthly.