Operations Lead

About the role

The Operations Lead will design and implement end‑to‑end operational workflows for eShop order fulfilment, delivery, returns and dispute resolution. This senior role partners with technology, product and commercial teams to ensure seamless, SLA‑driven fulfilment across Qatar.

Key responsibilities

• Design and govern SOPs and SLAs for the full order lifecycle, from pickup to refund or replacement.
• Identify, onboard and manage courier and 3PL partners, negotiating commercial terms and performance frameworks.
• Lead the FB‑MP operating model, covering 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, handling exceptions such as delays, returns and cancellations within SLA.
• Drive continuous improvement through data‑led optimisation of delivery performance and cost per order.
• Measure operational ROI of promotions and campaigns in collaboration with Category and Marketing teams.
• Ensure compliance with health, safety, regulatory, data privacy and audit requirements.

Required profile

• Bachelor’s degree in Operations Management, Engineering or Business Administration (Master’s degree is a plus).
• 8–12 years of experience in eCommerce, logistics or fulfilment operations, preferably in GCC markets.
• 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.
• Project Management certification (PMP or Prince2) is an advantage.

Required skills

• Operations dashboards
• Performance analytics
• Data‑led optimisation
• Cost per order optimisation