Job Overview
We are seeking an experienced E-commerce Operations Manager to oversee daily digital commerce operations across multiple sales channels, ensuring operational efficiency, order fulfillment excellence, SLA compliance, and accurate financial reconciliation.
Key Responsibilities
- Oversee daily e-commerce operations across multiple digital sales channels and platforms.
- Monitor operational performance, revenue, order fulfillment, cancellations, and customer satisfaction.
- Manage third-party delivery aggregators and ensure compliance with agreed Service Level Agreements (SLAs).
- Analyze operational performance reports and present periodic business reviews to senior management.
- Monitor delivery performance, customer complaints, and operational bottlenecks.
- Oversee daily financial reconciliation, online payment transactions, refunds, and pricing discrepancies.
- Coordinate with Finance, Operations, Supply Chain, and IT teams to resolve operational issues.
- Monitor product availability, inventory accuracy, and digital catalog compliance.
- Manage vendor disputes and validate service failure penalties.
- Drive continuous improvement initiatives to enhance operational efficiency and customer experience.
Requirements
- Bachelor's degree in a relevant discipline.
- Minimum 4 years of experience in Operations, preferably within E-commerce, Retail, or Digital Commerce.
- Strong understanding of e-commerce operations, order fulfillment, and last-mile delivery.
- Experience managing third-party delivery platforms and aggregators (e.g., Talabat, InstaShop, or similar).
- Good knowledge of operational KPIs, SLA management, and financial reconciliation.
- Strong analytical, problem-solving, and decision-making skills.
- Excellent communication and stakeholder management skills.
- Proficiency in Microsoft Office, particularly Excel.
