E commerce Operations Manager

About the Role

Match is seeking an E-commerce Operations Manager to oversee end-to-end fulfillment operations across Saudi Arabia. This full-time role is based in Jeddah, Makkah, Saudi Arabia, and focuses on ensuring efficient order processing, timely dispatch, and strong delivery performance. The manager will drive operational excellence, maintain service level agreements (SLAs), and develop scalable processes to support e-commerce growth.

Key Responsibilities

• Oversee daily operations of the KSA fulfillment center and warehouse teams.
• Ensure same-day dispatch and fulfillment SLAs are met across all brands and channels.
• Develop and implement Standard Operating Procedures (SOPs) to improve productivity and capacity utilization.
• Plan resources and manpower for campaigns, sales events, and peak seasons.
• Coordinate with demand planning and supply chain teams to maintain optimal stock levels.
• Oversee receiving, storage, picking, and packing operations, ensuring inventory accuracy through regular audits.
• Manage courier and shipping partners across KSA, monitoring performance against SLAs and resolving delivery issues.
• Lead and develop the Fulfillment Center Lead, 3PL Specialist, and warehouse teams, setting performance targets and providing coaching.
• Identify operational bottlenecks and implement corrective actions, leading initiatives to scale operations.
• Collaborate with Senior E-commerce Specialists, Marketing, and Finance teams to align operations with business goals.
• Monitor key performance indicators (KPIs) such as same-day dispatch, fulfillment rate, order accuracy, and on-time delivery.
• Prepare daily, weekly, monthly, quarterly, and annual performance reports for the E-commerce Director.

Qualifications and Experience

• A minimum of 5 to 10 years of experience in e-commerce operations or a related field.
• Demonstrated ability to manage end-to-end fulfillment operations.
• Experience in developing and implementing operational SOPs.
• Proven track record in inventory and warehouse management.
• Experience managing courier and last-mile delivery partners.
• Strong leadership skills with experience in team development and performance management.
• Ability to identify and implement process improvements and scalable solutions.
• Proficiency in analyzing operational data and preparing performance reports.

Team Leadership and Development

The E-commerce Operations Manager will lead and develop a team including the Fulfillment Center Lead, 3PL Specialist, and warehouse personnel. This involves setting clear performance targets, conducting regular reviews, and providing coaching to ensure adherence to operational standards, safety requirements, and company goals.

Process Improvement and Scalability

This role is responsible for identifying operational bottlenecks and implementing corrective actions to enhance efficiency. The manager will lead initiatives to scale operations as order volumes and the brand portfolio grow, evaluating new tools, technology, and automation to improve overall efficiency.

Cross-Functional Collaboration

The role requires close collaboration with various departments. This includes working with Senior E-commerce Specialists to align on order flow, product availability, and customer experience, coordinating with Marketing for campaigns and peak periods, and partnering with Finance on operational costs, budgets, and resource planning.