Operations Lead - Hong Kong

About qlub

qlub is reshaping the way restaurants handle payments with our cutting-edge PayTech platform. We empower F&B operators to streamline transactions, boost revenue, and deliver frictionless guest experiences. Backed by global investors and partnering with thousands of eateries across the world, we’re leading the charge in digital payment transformation for the F&B industry.

Roles & Responsibilities:

Onboarding & Go-live

• Own the end-to-end go-live process for new merchants, ensuring smooth, timely, and successful activations.

• Continuously refine and scale onboarding workflows to improve efficiency and consistency.

• Act as the central coordinator between sales, product, and external partners to deliver a seamless merchant experience.

• Drive merchant adoption by designing engagement strategies and supporting rollout initiatives.

Performance tracking & reporting

• Build and maintain tracking around key metrics such as adoption, time-to-go-live, and merchant activation rates.

• Develop and optimize dashboards to provide visibility into operational performance.

Benchmark performance across markets and recommend improvements based on insights

Performance improvement and standardization

• Identify bottlenecks and design process enhancements to shorten activation cycles and improve merchant experience.

• Establish best practices and standard operating procedures (SOPs) to ensure consistency across regions

• Oversee migration and integration projects, coordinating cross-functional teams to minimize disruption.
  

• Cross-functional Collaboration

• Partner closely with sales, product, engineering, and tech teams to drive customer satisfaction and operational excellence.

• Act as a key liaison to align business functions and ensure effective execution of initiatives.

• Manage ad-hoc projects driven by evolving business priorities, ensuring timely delivery and measurable impact

Job Requirements:

• Minimum four years’ experience in operations, preferably in customer-facing roles; experience in start-ups or zero-to-one environments is an advantage.

• Proven track record of leading and managing operations teams

• Demonstrated willingness to engage directly in operational activities and collaborate with team members to resolve challenges.

• Established history of spearheading projects or initiatives and delivering quantifiable outcomes.

• Strong commitment to achieving exceptional customer satisfaction, supported by excellent communication, negotiation, and change-management abilities to align internal and external stakeholders.

• Proficient in quantitative analysis and data interpretation, translating findings into actionable recommendations that drive business impact.

Why Join Us?

• Be part of a fast-moving startup that offers plenty of opportunities for personal and professional growth

• Work with a global team of passionate and driven individuals who are dedicated to changing the payments landscape for restaurants

• Competitive compensation package

If you are an ambitious and driven individual who is excited about the opportunity to join a startup and make a real impact, we would love to hear from you. Apply now and take the first step towards an exciting new career with qlub!