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Urgent! Head of Operations and Crafts Job Opening In Miri – Now Hiring Digital Sage

Head of Operations and Crafts



Job description

About Shoo Lab

Shoo Lab is trusted care service for shoes, bags, leather goods, and accessories.

With multiple outlets and a growing central hub, we’re scaling towards regional expansion and high-end restoration services.

Our vision is to create a franchisable, tech-enabled brand that delivers top-tier cleaning and repair services with consistency, creativity, and trust.

We are now seeking a Head of Operations & Crafts to oversee outlet performance, develop high-quality service SOPs, and lead our move into leather restoration and premium services.

Role Overview

This is a hybrid leadership role.

You’ll manage outlet operations like a General Manager while also being hands-on in technical training, quality control, and innovation in cleaning/restoration.

You are not only responsible for numbers but also for elevating Shoo Lab’s craft standards.

Key Responsibilities

  1. Operations Leadership
  2. Oversee daily operations across outlets and central hub.
  3. Track and improve P&L, margins, outlet performance, and staff incentives.
  4. Ensure consistent application of SOPs for intake, cleaning, QC, and customer service.
  5. Optimize logistics (pickup/delivery, hub-to-outlet transfers).
  6. Work closely with HQ Admin on staffing, scheduling, and compliance.
  7. Craftsmanship & Quality
  8. Learn and master Shoo Lab’s cleaning, restoration, and customization processes.
  9. Develop and standardize training modules for cleaners and outlet staff.
  10. Conduct QC checks, ensuring customer satisfaction and minimizing reworks.
  11. Introduce new techniques, products, and tools (e.g., leather dyeing, piping, midsole restoration).
  12. Build a Shoo Lab Craft Certification program for staff.
  13. Growth & Partnerships
  14. Work with marketing to support promotions and storytelling.
  15. Support commercial partnerships (schools, gyms, hotels, corporates) with tailored packages.
  16. Identify new revenue streams (e.g., premium spa “Reborn” line, retail product sales).
  17. Team Development
  18. Lead and inspire outlet staff to take ownership (outlet partners mindset).
  19. Mentor cleaners into becoming multi-skilled (service + sales + craft).
  20. Drive incentive program fairness, ensuring motivation across outlets.
  21. Report directly to the Founder, with autonomy to make operational decisions.

KPIs (First 12 Months)
  • Improve outlet profitability by 15–20%.
  • Achieve 90%+ QC pass rate on first cleaning/restoration.
  • Reduce turnaround time per item by 20% without quality loss.
  • Train and certify at least 5 staff in advanced restoration techniques.
  • Secure at least 3 new commercial contracts (schools, gyms, corporates).
  • Maintain 80%+ customer retention rate (recurring clients).

Qualifications

  • 5–10 years’ experience in operations, retail management, or service industry (e.g., laundry/dry-cleaning, fashion care, hospitality, or franchise operations).
  • Strong interest/experience in leather care, restoration, or crafts (formal training a plus, but passion and willingness to learn required).
  • Strong leadership skills with proven experience managing teams.
  • Entrepreneurial mindset - thrives in building systems, not just following them.
  • Hands-on, detail-oriented, with a high bar for quality and customer service.


Required Skill Profession

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