E-commerce Operations Manager

The Ecommerce Operations Manager (KSA) is responsible for managing end-to-end fulfillment operations across Saudi Arabia, ensuring efficient order processing, timely dispatch, and delivery performance. The role drives operational excellence, maintains SLAs, and develops scalable processes to support ecommerce growth.

Responsibilities:

1. Fulfillment Center Operations

• Oversee daily operations of the KSA fulfillment center and warehouse teams.
• Ensure same-day dispatch and fulfillment SLAs are met across all brands and channels.
• Develop and implement SOPs to improve productivity and capacity utilization.
• Plan resources and manpower for campaigns, sales events, and peak seasons.

2. Inventory and Warehouse Management

• Coordinate with demand planning and supply chain teams to maintain optimal stock levels.
• Oversee receiving, storage, picking, and packing operations.
• Ensure inventory accuracy through regular stock audits and effective controls.

3. Courier and Last-Mile Management

• Manage courier and shipping partners across KSA and monitor their performance against SLAs.
• Resolve delivery issues, including delays, lost or damaged packages, and failed deliveries.
• Review courier performance and ensure compliance with agreed service levels.

4. Team Leadership

• Lead and develop the Fulfillment Center Lead, 3PL Specialist, and warehouse teams.
• Set performance targets, conduct regular reviews, and provide coaching.
• Ensure teams follow operational standards, safety requirements, and company goals.

5. Process Improvement and Scalability

• Identify operational bottlenecks and implement corrective actions.
• Lead initiatives to scale operations as order volumes and the brand portfolio grow.
• Evaluate tools, technology, and automation to improve efficiency.

6. Cross-Functional Collaboration

• Work with Senior Ecommerce Specialists to align order flow, product availability, and customer experience.
• Coordinate with Marketing to prepare for campaigns and peak periods.
• Partner with Finance on operational costs, budgets, and resource planning.

7. Analytics and Reporting

• Monitor key KPIs, including same-day dispatch, fulfillment rate, order accuracy, on-time delivery, and returns.
• Prepare daily, weekly, monthly, quarterly, and annual performance reports for the Ecommerce Director.
• Analyze operational data to identify trends and prevent disruptions.

Qualifications & Requirements:

Experience:

• Minimum 5 years in ecommerce or fulfillment operations, with at least 3 years in a management role overseeing multiple locations or teams.
• Proven experience managing high-volume order environments.
• Strong background in courier and last-mile management and cross-functional collaboration.
• UAE or GCC market experience is preferred.

Education:

• Bachelor’s degree; qualifications in supply chain, logistics or operations management are preferred.

Skills:

• Experience with OMS / WMS (Omniful is a plus) and ecommerce platforms such as Salla.
• Advanced Microsoft Excel and reporting skills.
• Strong verbal and written communication in both Arabic and English.