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