**Company Description:** SANGKEE is an innovative company focused on developing proprietary brands for online channels. Our brand SANGKEE specializes in coffee makers and coffee solutions, while TERPORT focuses on gaming keyboards and accessories, ranking among the top-selling online brands. We drive our processes with artificial intelligence tools and promote the joint growth of the company and our team members. **Position Summary:** The E-commerce Operations Manager leads the team responsible for customer service and daily operations on Amazon and Mercado Libre, ensuring compliance with platform policies, coordination with the China-based team, and continuous improvement using AI tools such as ChatGPT or Gemini. **Key Responsibilities:** * **Platform Management and Account Manager Relations** * Maintain consistent, professional communication with Amazon and Mercado Libre account managers, interpreting policy changes, special program opportunities, and account risks. * Translate these guidelines into clear operational directives for the China- and Mexico-based operations teams (e.g., promotional strategies, compliance requirements, reputation management, etc.). * **Daily Operations Oversight** * Supervise the team’s accurate execution of key processes: responding to customer messages (including use of tools like GoBots), coordinating warehouse delivery appointments, verifying labels and online electronic invoicing, among others. * Ensure adherence to service KPIs (response SLA, ratings, on-time order processing rate, etc.). * **Team Leadership and Management** * Be accountable for the performance of the operations team (specialists/coordinators), setting clear goals and providing regular follow-up and feedback. * Foster a culture of high accountability, collaboration, and solution-oriented thinking, ensuring operational discipline and a positive work environment. * **AI Usage and Continuous Improvement** * Actively use tools such as ChatGPT or Gemini to support problem resolution, generate standardized messaging, conduct basic data analysis, and document processes. * Promote responsible team usage of these tools, guiding how to integrate them into daily workflows without compromising human judgment. * **Mindset Toward Innovation** * Stay updated on new platform features, automation tools, and e-commerce trends, proposing concrete improvements. * Drive controlled experiments (A/B tests, new tools, new customer service workflows) and document learnings to scale best practices. **Requirements:** * Completed bachelor’s degree; preferred fields include business, international trade, marketing, or related disciplines. * Minimum 3 years of experience in e-commerce and online customer service, with direct involvement in Amazon and/or Mercado Libre operations; prior experience leading small teams is a plus. * Solid understanding of key processes: message management, shipping/warehouse coordination, labeling, electronic invoicing, and basic marketplace policies. * Intermediate-to-advanced proficiency with digital tools and demonstrable willingness to use generative AI (ChatGPT, Gemini, or similar) in daily work. * Intermediate or higher English proficiency (reading and written communication) to interact with global teams and platform documentation. * High sense of responsibility, structured thinking, and ability to prioritize tasks in high-demand environments. **Compensation and Benefits:** * Statutory benefits (IMSS, vacation days, year-end bonus, vacation premium, etc.) and paid sick leave. * Indefinite-term employment contract after successful completion of the probationary period, offering greater job stability, full access to benefits, and internal growth opportunities. * Innovative work environment: Daily use of AI tools (ChatGPT, Gemini) for process optimization, ongoing training, and opportunities to propose and implement improvements. Employment Type: Full-time, Indefinite-term Salary: $23,000.00 – $28,000.00 per month Benefits: * Education support * Option for indefinite-term contract * Company-provided mobile phone * Additional vacation days or paid leave Experience: * E-commerce: 3 years (Required) Language: * English (Required) Work Location: On-site