Ecommerce Operations Manager

Position: E-commerce Operations Manager Department: Operations Industry: E-commerce / Retail Location: Pakistan

Job Overview

We are looking for a responsible, organized, and proactive E-commerce Operations Manager to oversee daily order fulfillment, coordinate with courier companies, and maintain smooth communication with the warehouse team. The candidate will be responsible for ensuring timely deliveries, resolving operational issues, monitoring order statuses, and maintaining an efficient workflow between the warehouse, courier partners, and customer support team.

Key Responsibilities

1. Courier & Delivery Management

• Communicate with courier companies on a daily basis to ensure smooth and timely deliveries.
• Monitor shipment statuses, delayed parcels, failed deliveries, and returned orders.
• Coordinate with courier representatives to resolve delivery issues, complaints, and operational delays.
• Follow up on pending shipments and ensure timely delivery to customers.
• Maintain good working relationships with courier partners and negotiate operational improvements where appropriate.
• Track courier performance, delivery success rates, and return-to-origin (RTO) rates.

2. Warehouse Coordination

• Stay in close contact with the warehouse team to ensure smooth daily operations.
• Coordinate daily order processing, packing, dispatch, and shipment handovers.
• Ensure orders are packed and dispatched accurately and on time.
• Monitor stock availability and coordinate with the warehouse team regarding low-stock and out-of-stock products.
• Ensure proper communication between warehouse staff and other departments to prevent order processing delays.
• Identify warehouse-related bottlenecks and help improve operational efficiency.

3. Order & Operations Management

• Oversee the daily order fulfillment process, from order confirmation to final delivery.
• Monitor pending, dispatched, delivered, cancelled, and returned orders.
• Coordinate with customer support to resolve order-related issues.
• Ensure accurate shipment records and proper documentation.
• Identify recurring operational problems and implement solutions to minimize errors and delays.

4. Reporting & Performance Monitoring

• Prepare daily and weekly reports covering orders, dispatches, deliveries, returns, and pending shipments.
• Monitor courier performance and report delivery issues to management.
• Maintain records of operational expenses, courier discrepancies, and shipment claims.
• Provide management with regular updates on operational performance and areas requiring improvement.

Requirements

• 2–4 years of experience in e-commerce operations, logistics, or order fulfillment.
• Experience communicating and coordinating with courier companies.
• Strong understanding of warehouse operations and e-commerce order processing.
• Good communication, negotiation, and problem-solving skills.
• Proficiency in Excel, Google Sheets, and order management systems.
• Ability to manage multiple tasks, follow up consistently, and work under pressure.
• Strong organizational skills and attention to detail.

Key Performance Indicators (KPIs)

• On-time dispatch rate: Orders handed over to couriers within the required timeframe.
• Delivery success rate: Percentage of orders successfully delivered.
• RTO reduction: Minimize avoidable returns and failed deliveries.
• Order processing accuracy: Minimize incorrect, missing, or delayed shipments.
• Issue resolution: Resolve courier and warehouse issues promptly.
• Reporting: Maintain accurate and timely operational reports.

Pay: Rs60,000.00 - Rs80,000.00 per month

Work Location: In person