E-commerce Operations Manager

The Ecommerce Operations Manager (KSA) is responsible for managing end-to-end fulfillment operations across Saudi Arabia, ensuring efficient order processing, timely dispatch, and delivery performance. The role drives operational excellence, maintains SLAs, and develops scalable processes to support ecommerce growth.

• Oversee daily operations of the KSA fulfillment center and warehouse teams.
• Ensure same-day dispatch and fulfillment SLAs are met across all brands and channels.
• Develop and implement SOPs to improve productivity and capacity utilization.
• Plan resources and manpower for campaigns, sales events, and peak seasons.

• Coordinate with demand planning and supply chain teams to maintain optimal stock levels.
• Oversee receiving, storage, picking, and packing operations.
• Ensure inventory accuracy through regular stock audits and effective controls.

• Manage courier and shipping partners across KSA and monitor their performance against SLAs.
• Resolve delivery issues, including delays, lost or damaged packages, and failed deliveries.
• Review courier performance and ensure compliance with agreed service levels.
• Lead and develop the Fulfillment Center Lead, 3PL Specialist, and warehouse teams.
• Set performance targets, conduct regular reviews, and provide coaching.
• Ensure teams follow operational standards, safety requirements, and company goals.

• Identify operational bottlenecks and implement corrective actions.
• Lead initiatives to scale operations as order volumes and the brand portfolio grow.
• Evaluate tools, technology, and automation to improve efficiency.

• Work with Senior Ecommerce Specialists to align order flow, product availability, and customer experience.
• Coordinate with Marketing to prepare for campaigns and peak periods.
• Partner with Finance on operational costs, budgets, and resource planning.

• Monitor key KPIs, including same-day dispatch, fulfillment rate, order accuracy, on-time delivery, and returns.
• Prepare daily, weekly, monthly, quarterly, and annual performance reports for the Ecommerce Director.
• Analyze operational data to identify trends and prevent disruptions.

• Minimum 5 years in ecommerce or fulfillment operations, with at least 3 years in a management role overseeing multiple locations or teams.
• Strong background in courier and last-mile management and cross-functional collaboration.
• UAE or GCC market experience is preferred.

• Bachelor’s degree; qualifications in supply chain, logistics or operations management are preferred.

• Experience with OMS / WMS (Omniful is a plus) and ecommerce platforms such as Salla.
• Advanced Microsoft Excel and reporting skills.
• Strong verbal and written communication in both Arabic and English.