Operations Lead

- Design and implement end-to-end operational workflows covering order fulfilment, delivery, returns, exchanges, and dispute resolution.
- Ensure to Define and govern SOPs and SLAs across the full order lifecycle, from pickup to refund or replacement.
- Identify, onboard, and manage courier and 3PL partners to support national coverage and express delivery.
- Negotiate commercial terms, SLAs, and penalty/reward frameworks, and lead regular performance reviews.
- Design and lead the FB-MP operating model, including warehousing, packing, and last-mile delivery strategy.
- Partner with Tech and Product teams to enable order routing, tracking, and SLA automation.
- Oversee day-to-day eShop operations, ensuring exception handling (delays, RTOs, cancellations) within SLA.
- Drive continuous improvement through data-led optimisation of delivery performance and service quality.
- Measure operational ROI of promotions and campaigns in collaboration with the Category and Marketing teams.
- Track and reduce cost per order through operational efficiencies and route optimisation.
- Work closely with Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfilment.
- Represent operations in trading, performance, and leadership reviews.
- Ensure full compliance across departments covering health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls including POD and claims accuracy.
- End-to-end accountability for eShop fulfilment, courier and 3PL performance (SLAs and penalties), Cost per order optimisation, and approval of all operational SOPs, delivery playbooks, and fulfilment strategy.
- Perform any additional project, task or activities assigned/delegated by the Line Manager.

- 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. Experience in GCC or similar regulated markets is preferred.
- Proven ownership of end-to-end order fulfilment, last-mile delivery, and returns management.
- Strong experience managing courier and 3PL partners with SLA-driven performance governance.
- Demonstrated ownership of logistics or operations and cost optimisation initiatives.
- Experience designing scalable fulfilment models or warehouse-led delivery frameworks.
- Hands-on exposure to operations dashboards, tracking systems, and performance analytics.
- Project Management certification (PMP or Prince2) – an advantage.