Head of Operations - Ecommerce Company

Overview

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Role Overview

Key Responsibilities

• **End-to-End Operations**
• Own and manage daily and strategic operations across vendor onboarding, fulfilment, logistics, and post-delivery resolution
• Ensure operational readiness, execution quality, and SLA adherence across the platform
• Lead operational planning for launches, campaigns, promotions, and peak trading periods
• Build scalable operating models, workflows, and escalation frameworks

Vendor Management

• Lead Vendor Management function, ensuring structured onboarding, contracts, SLAs, and governance
• Oversee vendor performance, pricing, lead times, and operational scalability
• Manage vendor compliance, training, and issue resolution (local & cross-border)
• Define and enforce vendor readiness standards

Logistics & Fulfilment

• Own end-to-end logistics including last-mile and reverse logistics
• Manage 3PL partners, SLAs, performance, and cost efficiency
• Ensure delivery timelines, accuracy, and customer experience standards
• Design and scale fulfilment models aligned with business growth

Cross-Functional Collaboration

• Partner with IT/Product teams for system configuration and operational workflows
• Coordinate with Finance on settlements, reconciliations, and cost control
• Work closely with Customer Experience teams to enhance satisfaction and resolution processes

Performance & Process Excellence

• Define and track KPIs: fulfilment accuracy, delivery SLAs, returns, cancellations, and cost efficiency
• Identify operational risks and implement continuous improvement initiatives
• Support expansion into new categories, vendors, and markets

Leadership & Team Building

• Build and lead operations and vendor management teams
• Establish clear roles, KPIs, and accountability frameworks
• Drive a culture of ownership, speed, and customer-first execution

Requirements

• 6–10 years of experience in operations, logistics, supply chain, or marketplace environments
• Strong experience in e-commerce, social commerce, or omnichannel retail
• Proven track record in launching or scaling operations (startup/scale-up preferred)
• Hands-on experience managing vendors, logistics, and fulfilment operations
• Experience in KSA or GCC markets is highly preferred
• Bachelor’s degree in Business, Supply Chain, Operations, or related field
• Fluent in English; Arabic is a plus

Leadership Profile

• Strong execution-focused operator with problem-solving mindset
• Comfortable working in fast-paced, ambiguous environments
• Data-driven and commercially aware
• Strong stakeholder management and cross-functional collaboration skills
• High growth potential into broader leadership roles
• 📩 Apply: ahmed.linkedincv@gmail.com (or) share references