Job description

The Operations Lead role, also referred to as Operations Director, is a senior leadership position based in Dubai, United Arab Emirates, within a fast-growing UAE-based e-commerce grocery company. The role is responsible for overseeing the day-to-day operations of the e-commerce business, ensuring efficient and effective functioning across all operational verticals, including supply chain, inventory management, logistics, warehousing, fulfillment, customer service, quality control, technology systems, cost management, and risk management. The position plays a pivotal role in driving operational strategy and planning to support business objectives and growth targets, continuously assessing and enhancing operational processes to improve efficiency and cost-effectiveness. The Operations Lead ensures adequate stock levels and optimizes the supply chain to meet customer demand, manages logistics and fulfillment operations to guarantee timely and accurate product delivery, and optimizes delivery processes to minimize costs and enhance customer satisfaction. The role leads the customer service function to deliver exceptional support, implements strategies to improve customer satisfaction and loyalty, establishes and maintains quality control processes to ensure high product and service standards, and addresses quality-related issues promptly. The position is also accountable for recruiting, mentoring, and managing a high-performing operations team while fostering a culture of collaboration, accountability, ownership, and continuous improvement. Additionally, the role identifies and implements technology solutions to enhance operational efficiency, collaborates with IT and software development teams to integrate e-commerce platforms and tools, develops and manages the operations budget, monitors and controls operational expenses, identifies and mitigates operational risks, develops contingency plans for business continuity, defines and monitors KPIs, and provides regular performance reports to senior management. The role supports the company’s mission of delivering service excellence, building lasting customer relationships, and scaling operations in a high-growth grocery e-commerce environment.