Operations Specialist – Groceries

About Us Baly is Iraq's leading super app, backed by Rocket Internet. We're transforming digital services across Iraq through ride-hailing, delivery, payments, and more. As we continue to grow, we're looking for an Operations Specialist – Groceries to support the day-to-day performance and continuous improvement of our Grocery Dark Stores.

Role Summary

The Operations Specialist – Groceries will support the Operations Manager in managing dark-store performance, order fulfillment, inventory accuracy, productivity, and operational standards. The role will work closely with Store Supervisors, Supply Chain, Commercial, Product, and Delivery teams to ensure stores operate efficiently and consistently.

Key Responsibilities

• Support the Operations Manager in overseeing the day-to-day operations of Grocery Dark Stores.
• Monitor store performance against operational KPIs and identify performance gaps.
• Monitor the complete order fulfillment process including order acceptance, picking, scanning, packing, staging, and rider handover.
• Track picking time, picking accuracy, order preparation time, and store productivity.
• Monitor short picks, out-of-stock incidents, cancellations, substitutions, and operational errors.
• Work closely with Supply Chain on store replenishment, stock transfers, and product availability.
• Support inventory-control activities including cycle counts, stock adjustments, expiry checks, damages, and waste management.
• Investigate inventory discrepancies and coordinate corrective actions with Store Supervisors and Supply Chain.
• Ensure proper FIFO/FEFO execution across relevant products.
• Support compliance with food safety, hygiene, temperature-control, cleaning, and product-handling standards.
• Coordinate operational requirements for promotions, campaigns, assortment changes, and peak periods.
• Monitor picker productivity, staffing requirements, and shift coverage.
• Support the onboarding and training of Store Supervisors and Pickers.
• Conduct store visits and operational audits and follow up on identified gaps.
• Handle operational escalations and coordinate with relevant teams to ensure timely resolution.
• Support new dark-store openings, including operational setup, staffing, training, stocking, testing, and go-live preparation.
• Prepare regular operational reports and highlight key issues and improvement opportunities.
• Support continuous improvement initiatives to improve speed, quality, productivity, and cost efficiency.
• Perform other operational duties assigned by the Operations Manager.

Requirements

• Bachelor's degree in Business Administration, Operations, Supply Chain, or a related field.
• 2–4 years of experience in Operations, Grocery, Retail, E-commerce, Quick Commerce, or a related field.
• Experience in dark stores, online grocery, supermarkets, or high-volume retail operations is strongly preferred.
• Good understanding of store operations, order fulfillment, inventory control, and workforce productivity.
• Strong analytical and problem-solving skills.
• Good Excel / Google Sheets skills.
• Strong communication and coordination skills.
• Hands-on and comfortable working on the ground in dark stores.
• Strong ownership and execution mindset.
• Ability to manage multiple priorities and operational escalations.
• Comfortable working in a fast-paced environment.

Preferred Qualifications

• Experience in grocery delivery, quick-commerce, or e-commerce.
• Experience working with WMS, OMS, or inventory-management systems.
• Experience with operational dashboards and KPI reporting.
• Experience with fresh food and expiry-sensitive products.
• Experience supporting new store launches.

Success Metrics

• Order Preparation Time
• Picking Accuracy
• Product Availability
• Short-Pick Rate
• Inventory Accuracy
• Order Cancellation Rate
• Store Productivity
• Waste & Expiry
• SOP Compliance
• Store Operational Readiness