# Operations Lead — Vodafone

Canonical: https://jobxdubai.com/jobs/li-4472441219-operations-lead
Location: Doha, Qatar
Type: full_time · Level: senior
Monthly salary: AED 25,225 to 40,360 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-27
Apply: https://www.linkedin.com/jobs/view/operations-lead-at-vodafone-4472441219?_l=en

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## Description

Job Description

• Design and implement end-to-end operational workflows covering order fulfilment, delivery, returns, exchanges, and dispute resolution.

• Ensure to 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.

• Perform any additional project, task or activities assigned/delegated by the Line Manager.

Qualifications

• 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.

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## 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.

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