Ounass
Operations Excellence Lead
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 31/03/2026
Job overview
Date posted
14/02/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Job description
The Operations Excellence Lead is responsible for driving end-to-end continuous improvement across operations to ensure efficient, reliable and scalable processes that support business growth. The role focuses on identifying waste, implementing best-practice methodologies such as Lean, Six Sigma and Kaizen, and embedding a culture of measurable continuous improvement across fulfilment, returns, customer service and supplier operations. The position partners with cross-functional teams including Operations, Supply Chain, Customer Service, Technology and Finance to define improvement priorities, lead transformation programmes and deliver sustainable gains in productivity, quality, safety and customer experience. The role requires leading continuous improvement initiatives to reduce cost, cycle time and defects while improving throughput and customer satisfaction, conducting root cause analysis using 5 Whys and Fishbone methodologies, implementing corrective actions and tracking effectiveness through KPIs and control plans. The Operations Excellence Lead translates strategic priorities into an operational improvement roadmap with clear milestones, governance and benefits realisation targets, and project-manages cross-functional change initiatives ensuring stakeholder alignment and robust transition to business-as-usual teams. The role collaborates with Technology and Data teams to identify automation opportunities, tool enhancements and integrations that reduce manual effort and improve data accuracy. It defines, implements and maintains operational dashboards and standardised reporting, develops and monitors leading and lagging KPIs including productivity, quality, on-time delivery, cost per unit and first contact resolution, conducts performance reviews, and delivers actionable insights using data and business intelligence tools such as Tableau, Power BI and SQL. Additionally, the role builds capability by coaching operational teams in continuous improvement techniques, operational problem solving and data-driven decision making, while promoting accountability, experimentation and measurable improvements in fast-paced, ambiguous environments.
Required skills
Key responsibilities
- Lead comprehensive end-to-end continuous improvement initiatives across fulfilment, returns, customer service and supplier operations using Lean, Six Sigma, Kaizen and similar methodologies to systematically reduce cost, cycle time and defects, increase throughput, enhance customer satisfaction and deliver measurable gains in productivity, quality, safety and customer experience.
- Design, map and optimise core operational processes through detailed process mapping and analysis; conduct structured root cause analysis using 5 Whys and Fishbone techniques; define and implement corrective actions supported by control plans and clearly defined KPIs; track and validate benefits realisation; and ensure improvements are embedded sustainably within business-as-usual operations.
- Translate strategic priorities into a structured roadmap of operational improvement programmes with defined milestones, governance mechanisms, benefits realisation targets and performance tracking; project-manage cross-functional change initiatives; align stakeholders across Operations, Supply Chain, Customer Service, Technology and Finance; and ensure timely delivery and effective handover of transformation outcomes.
- Define, implement and maintain operational dashboards and standardised reporting frameworks; develop and monitor leading and lagging KPIs including productivity, quality, on-time delivery, cost per unit and first contact resolution; leverage Tableau, Power BI, SQL and other business intelligence tools to surface trends, risks and opportunities; conduct regular performance reviews; and present actionable insights to senior stakeholders to guide prioritisation and operational interventions.
- Partner with Technology and Data teams to identify and deliver automation opportunities, tool enhancements and integrations that reduce manual effort, improve data accuracy and strengthen process resilience; coach operational teams in continuous improvement techniques and data-driven decision making; and foster a culture of accountability, experimentation and measurable performance improvement.
Experience & skills
- Demonstrate 5+ years of experience in operations, continuous improvement or transformation roles within retail, eCommerce, logistics or customer service environments, with hands-on application of Lean, Six Sigma, Kaizen or equivalent methodologies, including leading structured improvement initiatives that deliver measurable reductions in cost, cycle time and defects and improvements in throughput and customer satisfaction.
- Exhibit strong analytical expertise with practical experience using data and business intelligence tools such as Tableau, Power BI and SQL to design operational dashboards, develop and monitor KPIs, conduct root cause analysis, build control plans, measure benefits realisation and guide data-driven operational interventions.
- Show proven experience in project management of cross-functional change initiatives, including translating strategic objectives into operational roadmaps, defining governance frameworks, aligning stakeholders across Operations, Supply Chain, Customer Service, Technology and Finance, and ensuring sustainable handover to business-as-usual teams.
- Demonstrate capability in process mapping, automation identification, tool enhancements and integrations to reduce manual effort and improve data accuracy, along with experience coaching teams in continuous improvement techniques and operational problem solving within fast-paced and ambiguous environments.