Operations Lead

About the role

Requirements

• Bachelor’s degree in operations management, Engineering, or Business Administration. A master’s degree is an advantage.
• 8–12 years of experience in eShop, eCommerce, logistics, or fulfilment operations. Experience in GCC or similar regulated markets is preferred.
• Proven ownership of end-to-end order fulfilment, last-mile delivery, and returns management.
• Strong experience managing courier and 3PL partners with SLA-driven performance governance.
• Demonstrated ownership of logistics or operations and cost optimisation initiatives.
• Experience designing scalable fulfilment models or warehouse-led delivery frameworks.
• Hands-on exposure to operations dashboards, tracking systems, and performance analytics.
• Project Management certification (PMP or Prince2) – an advantage.

Responsibilities

• Design and implement end-to-end operational workflows covering order fulfilment, delivery, returns, exchanges, and dispute resolution.
• Define and govern SOPs and SLAs across the full order lifecycle, from pickup to refund or replacement.
• Identify, onboard, and manage courier and 3PL partners to support national coverage and express delivery.
• Negotiate commercial terms, SLAs, and penalty/reward frameworks, and lead regular performance reviews.
• Design and lead the FB-MP operating model, including warehousing, packing, and last-mile delivery strategy.
• Partner with Tech and Product teams to enable order routing, tracking, and SLA automation.
• Oversee day-to-day eShop operations, ensuring exception handling (delays, RTOs, cancellations) within SLA.
• Drive continuous improvement through data-led optimisation of delivery performance and service quality.
• Measure operational ROI of promotions and campaigns in collaboration with the Category and Marketing teams.
• Track and reduce cost per order through operational efficiencies and route optimisation.
• Work closely with Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfilment.
• Represent operations in trading, performance, and leadership reviews.
• Ensure full compliance across departments covering health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls including POD and claims accuracy.
• End-to-end accountability for eShop fulfilment, courier and 3PL performance (SLAs and penalties), Cost per order optimisation, and approval of all operational SOPs, delivery playbooks, and fulfilment strategy.

Skills

• end-to-end order fulfilment
• last-mile delivery
• returns management
• courier management
• 3PL management
• SLA governance
• cost optimization
• fulfilment model design
• warehouse operations
• operations dashboards
• tracking systems
• performance analytics
• Project Management (PMP or Prince2)