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Head of Operations - Online Retail/Ecommerce
Remote / Online - Candidates ideally in
Jeddah, Saudi Arabia
Listed on 2026-02-17
Jeddah, Saudi Arabia
Listing for:
Mujahid Page
Remote/Work from Home
position Listed on 2026-02-17
Job specializations:
-
IT/Tech
-
Management
Operations Manager
Job Description & How to Apply Below
The Head of Operations will own end-to-end marketplace operations for a fast-growing, video-led B2C social commerce platform. As a foundational leadership hire, this role is accountable for building, stabilizing, and scaling operational capabilities from the ground up, spanning vendor onboarding, fulfilment, logistics, and post-delivery customer experience.
The role sits above Vendor Management (VMT) and Logistics & Fulfilment, acting as the single point of accountability for operational readiness, execution excellence, and service-level performance. This is a highly hands-on role, suited to a strong operator with proven experience launching or scaling e-commerce or marketplace operations in fast-paced environments.
Key Responsibilities End-to-End Operational Ownership- Own day-to-day and strategic operations across vendor onboarding, fulfilment, logistics, and post-delivery issue resolution.
- Act as the single point of accountability for operational readiness, execution quality, and SLA adherence across the platform.
- Lead operational planning and execution for platform launches, campaigns, promotions, and peak trading periods.
- Build foundational operating models, workflows, and escalation mechanisms suitable for a new platform launch.
- Lead and manage the Vendor Management (VMT) function, ensuring disciplined onboarding, contracting, SLAs, and vendor performance governance.
- Ensure vendor commercials, pricing structures, lead times, and system configurations are operationally executable and scalable.
- Oversee vendor performance reviews, compliance, training, and issue resolution across local (KSA) and cross-border vendors (e.g., Pakistan).
- Establish clear vendor readiness standards prior to launch and ongoing operations.
- Own local and cross-border logistics operations, including forward and reverse fulfilment.
- Manage 3PL and logistics partners, including SLA definition, performance tracking, cost control, and commercial coordination.
- Ensure delivery promises, timelines, accuracy, and customer experience standards are consistently met.
- Design and scale fulfilment models aligned with platform growth and category expansion.
- Work closely with IT and Product teams to ensure operational rules, logistics flows, vendor data, and SLAs are accurately configured within the platform.
- Partner with Finance on settlement cycles, reconciliations, cash flow implications, and operational cost discipline.
- Collaborate with Customer Experience teams to resolve operational issues impacting customer satisfaction and trust.
- Define, track, and own core operational KPIs, including vendor readiness, fulfilment accuracy, delivery SLAs, returns, cancellations, and cost efficiency.
- Identify bottlenecks and operational risks, leading continuous improvement and root-cause resolution initiatives.
- Support platform scaling into new categories, vendors, fulfilment models, and geographies.
- Build, lead, and develop Vendor Management and Operations teams from early-stage setup through scale.
- Establish clear roles, accountability, performance expectations, and execution discipline.
- Create a culture of ownership, speed, and customer-first execution.
- 6–10 years of experience in operations, logistics, supply chain, or marketplace execution roles, with increasing responsibility.
- Strong exposure to e-commerce, marketplace platforms, or omnichannel retail environments.
- Proven experience launching or scaling operational models, ideally in a start-up, scale-up, or new business unit context.
- Hands-on experience managing vendors, logistics partners, or fulfilment operations.
- Experience operating in KSA or GCC markets is strongly preferred.
- Bachelor’s degree in business, Operations, Supply Chain, or a related field.
- English required;
Arabic preferred.
- Strong operator with a clear bias for execution and problem-solving.
- Comfortable managing ambiguity, rapid change, and early-stage complexity.
- Commercially aware, data-driven, and process-oriented.
- Confident working cross-functionally and influencing senior stakeholders.
- High potential to grow into a broader operations leadership role as the platform scales.
How to Apply
📌 Subject:
Head of Operations – E-commerce (Jeddah)
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