Operations Lead

About the role

We are looking for an Operations Lead to design and implement end‑to‑end operational workflows for our eShop, covering order fulfilment, delivery, returns and dispute resolution. The role will own SOPs, SLAs and partner management across the full order lifecycle and drive continuous improvement through data‑led optimisation.

Key responsibilities

• Design and implement end‑to‑end operational workflows covering order fulfilment, delivery, returns, exchanges and dispute resolution.
• 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 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 Category and Marketing teams.
• Track and reduce cost per order through operational efficiencies and route optimisation.

Required profile

• Bachelor’s degree in Operations Management, Engineering or Business Administration (master’s degree is a plus).
• 8–12 years of experience in eShop, eCommerce, logistics or fulfilment operations, preferably in GCC or similar regulated 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.
• Demonstrated track record of logistics or operations cost optimisation initiatives.
• Experience designing scalable fulfilment models or warehouse‑led delivery frameworks.

Required skills

• Project Management Professional (PMP) certification.
• Prince2 certification.