Operations Manager | eCommerce Marketplace

About This Role:

Own and scale end-to-end marketplace operations, ensuring operational excellence, cost efficiency, service-level adherence, and seamless cross-functional execution to support aggressive growth targets.

Responsibilities:

  • Lead end-to-end marketplace operations covering order processing, fulfilment, delivery, returns, and refunds while consistently meeting service-level targets

  • Own supplier, vendor, warehouse, and logistics partner performance through SLA management, continuous monitoring, and proactive issue resolution

  • Oversee inventory planning, stock accuracy, replenishment cycles, ageing control, and loss prevention across fulfilment operations

  • Design, implement, and continuously optimize SOPs to ensure scalable, efficient, and cost-effective operations

  • Drive automation and system adoption across ERP/OMS/WMS platforms to enhance visibility, control, and execution speed

  • Track and own key operational KPIs including on-time delivery, order accuracy, return/RTO rates, fulfilment cost per order, and SLA adherence

  • Build dashboards and performance reports to support data-driven decision-making and leadership reviews

  • Partner closely with Customer Experience teams to resolve operational escalations and improve end-customer satisfaction

  • Collaborate cross-functionally with Technology, Marketing, Finance, Procurement, and Support teams to ensure operational readiness for campaigns and scale

  • Ensure compliance with UAE regulations, consumer protection standards, quality controls, and internal marketplace policies

  • Lead, coach, and scale the operations team while driving accountability, ownership, and continuous improvement

  • Optimize unit economics by improving vendor efficiency, reducing fulfilment costs, and eliminating operational waste

  • Support rapid SKU expansion, category launches, and high-volume sales events through robust capacity planning

  • Act as a strategic execution partner to leadership, enabling Store1920’s growth into a high-velocity, UAE-first marketplace

Experience & Education

Experience

  • 6–10 years of progressive experience in operations, supply chain, logistics, or marketplace/e-commerce operations, preferably within high-volume, fast-paced environments

  • Proven hands-on experience managing end-to-end order fulfilment, warehousing, inventory, last-mile delivery, and returns operations

  • Strong background working with marketplace or D2C models, including vendor-led and warehouse-fulfilled setups

  • Demonstrated experience managing suppliers, vendors, warehouses, and 3PL partners with clearly defined SLAs and performance KPIs

  • Track record of driving process optimization, cost reduction, and operational automation at scale

  • Experience implementing or working extensively with ERP/OMS/WMS systems (Zoho, SAP, Oracle, NetSuite, or similar platforms preferred)

  • Solid understanding of UAE/GCC regulatory, consumer protection, and compliance requirements related to e-commerce and logistics

  • Data-driven operator with experience building dashboards, analyzing KPIs, and presenting performance insights to senior management

  • Prior people-management experience, including team building, performance management, and cross-functional leadership

  • Experience supporting high-volume campaigns, flash sales, and rapid SKU/category expansion is a strong advantage

Education

  • Bachelor’s degree

  • Master’s degree (MBA or equivalent) is a strong plus

  • Professional certifications (if any)

  • Presentation and communication skills are must for this position

Job Type: Full-time

Work Location: In person

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