E-commerce Operations Director
21 hours ago
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.
 
- 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.
 
- 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.
 
- 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.
 
- 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.
 
- 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.
 
- 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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