Process Improvement Manager

About LINE MAN Wongnai

At LINE MAN Wongnai, a cornerstone of our mission to "Digitalize Thailand" is the empowerment of local businesses through our Merchant Digital Solutions Business Unit. This dedicated unit is the engine that powers our merchant partners, equipping them with the cutting-edge technology they need to thrive in the digital economy.

We are committed to being the most essential technology partner for restaurants and retail businesses across the country. Our ecosystem of solutions includes the industry-leading Wongnai POS system, integrated payment solutions, powerful advertising platforms, and seamless integration with our on-demand delivery services. As we continue to rapidly innovate and scale these offerings, the efficiency and robustness of our internal operational processes are paramount to our success. This role is critical to building that scalable foundation, ensuring we can support our partners' growth effectively and efficiently.

Job Summary:

• We are looking for a highly motivated and technically astute leader to drive the transformation of our Merchant Digital Solutions Execution Team. The ideal candidate will be a strategic thinker with a hands-on approach to analyzing the entire merchant lifecycle, from sales and marketing to onboarding and operations.
• Your primary mission will be to identify inefficiencies, bottlenecks, and manual processes, and then design, propose, and implement technology-driven solutions. This includes defining requirements for our tech teams, as well as leveraging low-code/no-code platforms for rapid development. You will be a key player in ensuring our operations are scalable, flexible, accurate, and cost-effective, directly contributing to our long-term business expansion.

What you'll Do:

Process Analysis & Re-engineering:

• Conduct detailed mapping and analysis of existing end-to-end merchant processes to identify critical bottlenecks and opportunities for automation and improvement.

Solution Design & Requirements Definition:

• Translate business needs and process gaps into clear, actionable requirements for new software development, system integrations, or automation workflows.

Technology Implementation:

• Lead projects to implement new tools and systems, with a strong focus on utilizing low-code/no-code platforms to enhance team productivity and agility.

Cross-Functional Collaboration:

• Work closely with stakeholders in Sales, Marketing, Operations, and Engineering to ensure solutions are well-aligned, effectively implemented, and widely adopted.

Performance & KPI Measurement:

• Develop, monitor, and report on key performance indicators (KPIs) focused on operational efficiency, cost reduction, scalability, and data accuracy to measure the impact of improvements.

ROI Analysis:

• Perform cost-benefit and ROI analysis for proposed technological solutions to ensure investments are aligned with strategic objectives and deliver measurable value.

Continuous Improvement Culture:

• Champion a mindset of continuous improvement, data-driven decision-making, and operational excellence within the merchant-facing teams.

What you'll Need:

• Bachelor's degree or higher in Information Systems, Engineering, Business Administration, Computer Science, or a related field.
• 3+ years of proven experience in business process improvement, systems analysis, operations management, or a similar role, preferably in a fast-paced tech or e-commerce environment.
• Strong analytical and problem-solving skills, with hands-on experience in data analysis (SQL is a strong plus) and process mapping tools (e.g., Lucidchart, Visio).
• Demonstrated experience translating business problems into technical requirements and working with development teams.
• Proficiency with, or a strong passion for learning and applying, AI-powered tools and technologies (e.g., generative AI, machine learning concepts) to drive operational efficiency.
• Familiarity with CRM systems (e.g., Salesforce) and automation or low-code/no-code platforms (e.g., Zapier, Power Automate, AppGyver) is highly desirable.
• Excellent communication and presentation skills, with the ability to effectively manage and influence stakeholders at all levels.
• A proactive, can-do attitude and a growth mindset, with a proven ability to manage complex projects from conception to completion.