Manager, APAC IPC (Inventory and Process Control), Fulfillment Operations
Report to the Director of Fulfillment Operations for APAC Region. This role leads IPC group which is a critical operational function in Distribution Center and Outbound Logistics management, that ensuring inventory accuracy, process quality and compliance across the fulfilment network by preventing, detecting, and eliminating defects at the source with control plan developed and executed. IPC protects revenue by ensuring inventory accuracy, reduces costs by catching defects early, and safeguards our brands by eliminating customer-facing errors. This role strategically directs 3PL partners to execute IPC standards, leverage their resources, and transform return/complaints data into preventive controls, and ended continuous improvement within the field operations.
Your Responsibility will include (but not limited to):
- Strategic 3PL Resource Direction (IPC related)
- Mobilize 3PL Teams: Guide / Direct 3PL staff (auditors, analysts) allocations for cycle counts, root-cause investigations, and crisis management.
- Govern Systems & Tools: Mandate 3PL Ops/ IT to configure WMS or reporting for real-time exception alerts, returns tracking, and aging management.
- Lead Joint Initiatives: Co-pilot 3PL projects to reduce errors.
- Performance Governance & Compliance
- Enforce SLAs: Hold 3PL accountable for:
- Inventory accuracy, shrinkage.
- Return% and Customer Complaint DPMO (fulfilment related).
- Conduct Rigorous Audits: Validate 3PL adherence to SOPs and complaint resolution.
- Impose Corrective Actions: Require 3PL and process owners (including up/down-steams) to fix systemic errors (defective, mispicks, wrong shipments) within SLA.
- Data-Driven Prevention & Improvement
- Analyze Defect Hotspots:
- Trace Return/Customer Complaints to root cases.
- Identify 3PL process gaps (training, layout, tech) using WMS/Power BI.
- Develop Control Plans:
- Co-create preventive playbooks with 3PL and process owners.
- Implement predictive controls.
- Upskill 3PL Teams: Train 3PL staff on client-centric IPC practices and complaint-driven RCA (Root Cause Analysis).
- Customer Complaint & Returns Excellence
- End-to-End Defect Ownership:
- Investigate inventory-linked complaints, map financial impact.
- Mobilize 3PL “customer focus teams” for critical client escalations.
- Preventive Culture Building:
- Integrate complaint lessons into 3PL daily briefings.
- Pilot tech solutions (e.g., RFID workflow with controls).
- Stakeholder Collaboration & Risk Mitigation
- Translate Client Needs: Convert feedback into 3PL actions.
- Escalate Resource Gaps: Flag inadequate 3PL capabilities (staff/tech).
- Secure High-Risk Inventory: Mandate extra 3PL controls (CCTV audits, dual checks) for fraud-prone items.
What we will be looking for in you:
- Bachelor’s degree in supply chain, Business, or related field.
- 5+ years in IPC/warehouse management, preferably in retail/fashion.
- 3+ years’ experience in selecting, appointing, and managing large 3PL contracts.
- Expertise in SAP/WMS modules and transportation workflows, analytics tools (Power BI, SQL), returns platforms.
- Proven success in reducing inventory errors and returns/complaints via preventive controls.
- Root-cause analysis, Lean Six Sigma (Green Belt+).
- Client-facing communication for control plan advocacy.
- Strong collaboration skills with Engineering/IT/Customer Service teams.
- Excellent communication skills with the ability to communicate to all levels. Excellent communication skills in written and oral English & Chinese with the ability to face external and internal partners in a professional and mature manner. Excellent document writing and upwards communication skills.
- Excellent judgment to ensure timely decisions are made on a regular basis. Demonstrated ability to get things done and be resourceful. Ability to handle complex and ambiguous scenarios. Ability to handle changing priorities and use good judgment in stressful situations.
R-20261026-0013
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