Regional Operations Manager SaaS Tech Solution Implementation

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.