Fulfilment Associate

Mission

To serve as the control tower and operational excellence anchor for the Ground Operations vertical - ensuring smooth day-to-day execution, compliance, and continuous improvement within fulfilment operations.

This role bridges the ground and HQ by providing real-time visibility of issues, driving root-cause analysis, and enabling fulfilment to meet service-level and sales growth demands.

Competencies

• Minimally 3 years of frontline operations experience in the supply chain/logistics industry.
• Strong sense of ownership: Don't give excuses and make things happen.
• Customer obsession: Puts in the work to understand and delight customers.
• Resourceful, self-sufficient and inventive: The ability to accomplish more with less
• Excellent organisation and planning abilities: Focus on priorities to make decisions efficiently and productively.
• The ability to develop people: Coach others in their current roles to improve performance and prepare them for future roles.
• Flexibility and adaptability: Can adjust quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Calmness under pressure: Stable performance even when under heavy pressure or stress.
• Great communication skills: Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including email.

Responsibilities

1. Control Tower (Real-Time Operations Monitoring)

• Serve as HQ-based point-of-contact for all Ground Ops dispatch, site deployment, and manpower-related coordination.
• Maintain live oversight of event status, manpower deployment, and issue escalation via control tower dashboard / communication channels.
• Support dispatching decisions, reallocation of manpower, and coordination with Delivery Ops during simultaneous peak periods.
• Track key operational KPIs (punctuality, set-up readiness, defects, incident reports) and report deviations daily.
  

2. Sales & Internal Coordination

• Act as primary HQ liaison for Sales and other stakeholders regarding Fulfilment feasibility, workspace readiness, and special client requirements.
• Provide real-time responses to Sales queries on manpower, logistics, and operational constraints - ensuring Fulfilment is viewed as an enabler, not a blocker.
• Attend pre-event meetings when necessary to represent Ground Ops feasibility perspective.

3. Operational Excellence (OPEX) & Continuous Improvement

• Partner with Fulfilment management to identify process inefficiencies and propose SOP enhancements under OPEX framework.
• Consolidate recurring pain points from event feedback, site reports, and photo audits; initiate countermeasures and training proposals.
• Run post-event reviews and prepare operational incident summaries with root-cause analysis.
• Assist in new system/process rollouts (e.g., Jotform, Retool, ThinkVAL dashboards) and drive compliance adoption.

4. Compliance & Training Support

• Audit packing and delivery compliance against visual and procedural standards (customer service, punctuality, zero-defects).
• Maintain and update Ground Ops playbooks and training materials with People Ops and Fulfilment HQ.
• Support ground leads in conducting retraining and compliance checks for Specialists and CAs.

5. Data & Reporting

• Maintain and periodically review daily and weekly Ground Ops performance dashboards (event punctuality, manpower deployment accuracy, client feedback).
  Support month-end OPEX summaries and Fulfilment performance review decks.

What's in it for you:

• Work with a fast growing, at the same time, lean and mean team, to make real world impact.
• Have a lot of ownership and drive your own results.
• Work with smart people who sweat the details and push for the highest standards.

You should include these in your application:

• CV or LinkedIn profile
• Design portfolio (attach as separate document)
• Tell us about a time you had to work on a highly challenging task. How did you overcome it?
• What motivates you?
• What's your favourite food and where do you get it? Why?