E-commerce Operations Director

9 hours ago

Singapore ULIAO PTE. LTD. Full time

Job Title: E-commerce Operations Director

Job Summary:

The E-commerce Operations Director is responsible for leading and optimizing the entire e-commerce operational ecosystem—from order management and fulfillment to customer service, logistics, and platform performance. This role ensures operational excellence, cost-efficiency, and a seamless customer experience across all digital sales channels.

Key Responsibilities:

1. Operational Strategy & Execution

  • Develop and implement scalable e-commerce operations strategies to support growth and customer satisfaction.
  • Oversee the full order lifecycle, including processing, fulfillment, shipping, and returns.
  • Align operational objectives with business goals and evolving market trends.

2. Fulfillment & Logistics Management

  • Manage warehousing, inventory control, and last-mile delivery operations.
  • Work with third-party logistics (3PL) providers to optimize service levels and cost.
  • Ensure timely, accurate, and cost-effective fulfillment of customer orders.

3. Platform & Process Optimization

  • Collaborate with tech and product teams to enhance platform features, backend workflows, and integrations (e.g., ERP, WMS, OMS).
  • Streamline operational processes using automation, analytics, and continuous improvement methodologies (Lean/Six Sigma a plus).
  • Oversee catalog management, pricing operations, and merchandising logistics.

4. Customer Experience & Support Operations

  • Ensure a high standard of post-purchase experience, including delivery, customer support, and returns handling.
  • Implement systems and policies that enhance service levels and resolve operational pain points.
  • Analyze feedback and service data to identify and eliminate root causes of friction.

5. Cross-functional Leadership & Team Management

  • Lead and develop teams across operations, fulfillment, and customer service.
  • Foster a culture of accountability, innovation, and excellence.
  • Partner with marketing, finance, product, and tech teams to drive efficiency and collaboration.

6. Performance Monitoring & Reporting

  • Define and track KPIs such as order accuracy, delivery lead time, fulfillment cost, and customer satisfaction.
  • Analyze data to identify bottlenecks, forecast demand, and inform resource planning.
  • Present regular operational updates and improvement proposals to senior leadership.

Qualifications & Requirements:

  • Bachelor's degree in Business, Supply Chain, Operations Management, or related field (MBA preferred).
  • 8–12+ years of progressive experience in e-commerce, logistics, or operations management.
  • Proven track record of leading operational teams in high-growth digital retail or omnichannel environments.
  • Strong understanding of e-commerce platforms (e.g., Shopee, Lazada, Shopify, Magento), ERP/WMS/OMS systems, and logistics technologies.
  • Data-driven, strategic thinker with excellent problem-solving and communication skills.
  • Hands-on leadership style and a passion for continuous improvement.

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