About this role
- About LINE MAN Wongnai
- LINE MAN Wongnai is Thailand's leading on-demand delivery and lifestyle e-commerce platform. As part of the Merchant Digital Solutions (MDS) business unit, we are building the “Operating System” for businesses across Thailand. From Food & Beverage to Retail and Services, our ecosystem of POS, Payment, and Data solutions empowers merchants to grow and digitize their operations.
- Getting a merchant fully set up and live — POS, payment hardware, and every product in place — is one of the most important moments in that journey. We are building a smarter, more scalable way to deliver that experience to merchants across the country, and this role is being created to design and run it.
- Your mission is to be the “Architect of a Scalable Field Model.”
- Reporting directly to the Technical Onsite Support Lead, you will own how installation, onboarding, and onsite after-sales support get done across all products — POS and payment hardware alike. You will design and scale a field operating model that reaches merchants nationwide efficiently — through a mix of a distributed field-agent network and a core in-house team — supported by the training, job-intake, and performance systems you build. The goal: a field operation that scales cost-efficiently, activates merchants faster, and frees our sales team from field logistics to do what they do best: sell.
- What you’ll do:
- Build & Scale the Field-Agent Network: Recruit and onboard field agents or find the partners region by region, and design a flexible delivery model that scales coverage across Thailand efficiently. This is a build-from-the-ground-up mandate — you create the network, not just run one.
- Design the Training & Certification System: Build the training that brings every agent up to LMWN's standard on POS, EDC, and payment-hardware installation and onboarding — so any certified agent delivers a consistent, quality result, anywhere.
- Design the Job-Intake & Dispatch System: Build how jobs are received, assigned to the right agent, and routed by area — the operational backbone that keeps the network running and merchants served on time.
- Own Quality & Performance Tracking: Set the quality standard and track agent performance job-by-job. Drive first-time-right, close the loop on issues, and manage the network's health — coach or replace under performers, reward the best.
- Run the Hybrid Delivery Model: Balance the field-agent network with a core in-house team — deciding what the network handles versus what stays in-house for exceptional cases and coverage assurance — and coordinate across Sales, Product, and Payment operations to keep delivery smooth.
- Monitor Results & Drive Early Activation: Own installation SLA, activation, and quality metrics, and the field's contribution to early merchant activation (first-month active rate). Report performance to leadership, find the bottlenecks, and continuously improve the model.
- What you’ll need:
- 3–6 years in Operations, Program / Project Management, Vendor or Partner Management, or Field / Service Operations — ideally in a fast-paced tech, payments, or retail environment.
- A builder of systems, not just an executor — proven ability to design an operating model, a training program, and dispatch or tracking processes from scratch, and to write the SOPs behind them.
- Experience building or managing a distributed, gig, agent, or partner-based delivery network, or outsourced field delivery.
- Experience with POS, EDC, or payment-hardware installation, or field / service programs.
- Experience scaling or transforming a field / service delivery model.
- Experience owning an onboarding, activation, or speed-to-live metric (e.g. first-month active rate).
- Quality and performance management — comfortable setting KPIs and SLAs, tracking distributed performers job-by-job, and holding them to a standard.
- Analytical and reporting strength — high proficiency in Google Sheets / Excel and dashboards, able to turn performance data into clear recommendations. Fluent in Thai; working English a plus.
- Background in Payments, Retail Tech, Telecom, logistics, or the F&B industry is a plus.
- Familiarity with field-service management, dispatch, or gig/marketplace platforms is a plus.
- A process-design or continuous-improvement background (e.g. Lean) is a plus.
