Operations Lead

Role overview

Operational delivery

• Design workflows for order fulfilment, delivery, returns, exchanges, and dispute resolution.
• Define and govern SOPs and SLAs across the order lifecycle, from pickup through refund or replacement.
• Identify, onboard, and manage courier and 3PL partners for national coverage and express delivery.
• Negotiate commercial terms, SLAs, and penalty or reward frameworks; lead regular performance reviews.
• Design the FB-MP operating model, including warehousing, packing, and last-mile delivery strategy.
• Partner with Technology and Product teams on order routing, tracking, and SLA automation.
• Oversee daily eShop operations and handle delays, returns to origin, and cancellations within SLA.
• Optimize delivery performance, service quality, cost per order, and promotion or campaign ROI.
• Coordinate with Category, Seller, Customer Care, Finance, Legal, and Technology teams; represent Operations in leadership and performance reviews.
• Ensure compliance across health, safety, ethics, customs, VAT, e-commerce, data privacy, and audit controls; approve operational SOPs and delivery playbooks.

Qualifications and experience

• Bachelor’s degree in operations management, engineering, or business administration; a master’s degree is an advantage.
• 8–12 years of experience in eShop, eCommerce, logistics, or fulfilment operations; GCC or similar regulated-market experience is preferred.
• Proven ownership of end-to-end fulfilment, last-mile delivery, and returns management.
• Strong experience managing courier and 3PL partners using SLA-driven performance governance.
• Demonstrated ownership of logistics or operations and cost optimization initiatives.
• Experience designing scalable fulfilment models or warehouse-led delivery frameworks.
• Hands-on exposure to operations dashboards, tracking systems, and performance analytics.
• PMP or Prince2 certification is an advantage.