The Operations Manager will oversee the day-to-day operations of the e-commerce business, ensuring smooth processes across warehousing, logistics, customer service, and order fulfilment. This role requires a hands-on leader who can streamline operations, improve efficiency, and deliver a seamless experience for customers while aligning with the company’s strategic objectives.

Responsibilities:

• Oversee the entire e-commerce operations lifecycle, including order processing, inventory management, and delivery logistics.
• Develop and implement standard operating procedures (SOPs) to optimize operational efficiency.
• Ensure alignment between operations, sales, and marketing to meet customer expectations and business goals.
• Manage warehousing and inventory control to ensure accurate stock levels.
• Oversee order fulfilment, including pick, pack, and shipping processes.
• Collaborate with logistics partners to ensure timely and cost-effective delivery.
• Implement last-mile delivery solutions tailored to the UAE market.
• Leverage technology, including e-commerce platforms, warehouse management systems (WMS), and ERP tools, to improve operational processes.
• Identify and implement automation solutions to streamline workflows and reduce errors.
• Monitor and enhance customer experience across all touchpoints, including delivery, returns, and support.
• Collaborate with customer service teams to address escalations and maintain high satisfaction levels.
• Implement feedback loops to continuously improve operational processes.
• Recruit, train, and manage operations staff, fostering a culture of accountability and collaboration.
• Conduct performance evaluations and provide continuous development opportunities.
• Coordinate cross-functional teams to ensure seamless operations.
• Analyse operational KPIs, such as order accuracy, delivery times, and return rates, to assess performance.
• Prepare and present reports on operational efficiency and recommend improvements to senior management.
• Ensure compliance with UAE labour laws, import/export regulations, and industry standards.
• Identify risks in the supply chain and operations, implementing solutions to mitigate them.
• Enforce safety and quality standards across all operational processes.

• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field (Master’s degree preferred).
• 8+ years of experience in operations management, preferably in e-commerce or retail.
• Proven track record of improving operational efficiency and managing high-volume transactions.
• Strong knowledge of UAE logistics, warehousing, and customer service practices.
• Hands-on experience with ERP, WMS, and e-commerce platforms.
• Strategic planning and execution.
• Leadership and team management.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Proficiency in data analysis tools and operational metrics.