Operations Lead

Role Overview

Operations Lead at Elate, based in Qatar. The role is responsible for architecting and managing the operational backbone of EShop Qatar, ensuring that every order placed is fulfilled seamlessly, efficiently, and in line with the premium service experience customers expect.

Role Purpose

Build and lead the eShop operations infrastructure, spanning order management, logistics, courier partnerships, returns, reverse logistics, and customer fulfilment. Create the "Delivery Playbook", negotiate with 3PLs, design operational SLAs, and prepare the ground for a scalable "Fulfilled-by-EShop (FB-MP)" model to support future regional expansion.

Key Responsibilities

Operations Design & Strategy

• Design and implement end-to-end operational workflows covering order fulfilment, delivery, returns, exchanges, and dispute resolution.
• Define and govern SOPs and SLAs across the full order lifecycle, from pickup to refund or replacement.
• Design and lead the FB-MP operating model, including warehousing, packing, and last-mile delivery strategy.
• Experience designing scalable fulfilment models or warehouse-led delivery frameworks.

Partner & Vendor Management

• Identify, onboard, and manage courier and 3PL partners to support national coverage and express delivery.
• Negotiate commercial terms, SLAs, and penalty/reward frameworks, and lead regular performance reviews.
• Manage courier and 3PL partner performance with SLA-driven governance and accountability for penalties.

Operations Execution

• Oversee day-to-end-to-day eShop operations, ensuring exception handling (delays, RTOs, cancellations) within SLA.
• Track and reduce cost per order through operational efficiencies and route optimisation.
• Own approval of all operational SOPs, delivery playbooks, and fulfilment strategy.
• Own end-to-end accountability for eShop fulfilment and cost per order optimisation.

Performance Management & Optimization

• Drive continuous improvement through data-led optimisation of delivery performance and service quality.
• Measure operational ROI of promotions and campaigns in collaboration with the Category and Marketing teams.
• Hands-on exposure to operations dashboards, tracking systems, and performance analytics.

Stakeholder Coordination

• Partner with Tech and Product teams to enable order routing, tracking, and SLA automation.
• Work closely with Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfilment.
• Represent operations in trading, performance, and leadership reviews.

Governance & Compliance

• Ensure full compliance across departments covering health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls including POD and claims accuracy.

General

• Perform any additional project, task, or activities assigned or delegated by the Line Manager.

Qualifications & Experience

• Bachelor's degree in Operations Management, Engineering, or Business Administration. A master's degree is an advantage.
• 8–12 years of experience in eShop, eCommerce, logistics, or fulfilment operations.
• Experience in GCC or similar regulated markets is preferred.
• Proven ownership of end-to-end order fulfilment, last-mile delivery, and returns management.
• Strong experience managing courier and 3PL partners with SLA-driven performance governance.
• Demonstrated ownership of logistics or operations and cost optimisation initiatives.

Skills & Competencies

• Hands-on exposure to operations dashboards, tracking systems, and performance analytics.
• Project Management certification (PMP or Prince2) – an advantage.