The (Sr) Digital Operations Manager will own the back-end operational performance of ALO’s digital commerce business in China and responsible for analyzing product and business performance in the local market and optimizing reducing return rates. It will also coordinate Logistics, Warehouse and Customer Service partners across the end-to-end order lifecycle.

The ideal candidate combines strong analytical capabilities with solid operational expertise, and is able to turn product, inventory, supply chain and customer data into actionable improvements.

Key Responsibilities

1) Product Readiness & Business Performance Analysis

• Own product readiness for China launches, ensuring product information, attributes, size charts and local labeling requirements are accurate, complete and delivered on time.
• Coordinate with Global Merchandising, Planning and China Site Merchandising teams to ensure products are ready to go live as scheduled.
• Monitor daily, weekly and seasonal product performance in China by category, collection, SKU and size, including sales, sell-through, stock cover and inventory health.
• Identify bestsellers, slow movers and inventory risks, and recommend actions such as replenishment, reallocation or clearance.
• Track key business and operational KPIs, including sales vs. target, orders, AOV, UPT, return rate, on-time delivery and customer service performance.

2) Returns Optimization

• Own the return rate KPI for China digital, analyzing returns by reason, category, SKU, size and channel to identify root causes.
• Drive improvement actions with relevant teams, including fit and quality feedback to Global buying and merch teams and packaging or delivery issues with Logistics.
• Optimize return and refund policies and reverse logistics processes to balance customer experience and operational efficiency.

3) Logistics & Warehouse Coordination

• Partner with Logistics, Distribution Center and import teams to ensure products arrive on time and in full ahead of launches and campaigns.
• Track the inbound pipeline, proactively flag delays or shortfalls, and align mitigation plans and site plan adjustments with Site Merchandising teams.
• Ensure inventory accuracy and stock synchronization between the warehouse and sales platforms.

4) Customer Service Agency Management

• Manage the external customer service agency, setting and monitoring KPIs including response time, resolution rate, customer satisfaction and platform service scores.
• Conduct regular performance reviews and QA audits, and ensure the CS team is trained on products, campaign mechanics and ALO’s brand tone and service standards.
• Translate customer inquiries and complaints into insights for product, operational and policy improvements.

Qualifications

• Bachelor’s degree or above.
• Minimum 7 years of experience in e-commerce operations, merchandise planning, buying or digital commerce, preferably within luxury, fashion, activewear, premium retail, or lifestyle brands.
• Hands-on experience with Tmall, WeChat Mini Programs or other China digital commerce platforms, including back-end operations and product setup.
• Solid understanding of e-commerce operational and business KPIs, as well as merchandising and inventory metrics (e.g. sell-through, weeks of cover, size curves).
• Experience working with global buying, merchandising or planning teams.
• Proven experience in returns management and e-commerce fulfillment, including logistics, warehouse and inbound coordination.
• Experience managing outsourced customer service teams or other external service partners.
• Strong analytical skills
• Excellent written and verbal communication skills in Chinese and English.

As an Equal Opportunity Employer, ALO does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state, or local law.