Head of Operations (E-commerce)

Role Overview:

We are looking for a Head of Operations who can lead and oversee the end-to-end operations of the company’s e-commerce and store-based business across multiple operational channels, including hyper in-store operations, Snapp in-store operations, dark stores, and other channels, as well as scheduled and on-demand delivery models.

The ideal candidate has strong experience in leading large-scale operations and driving operational excellence across complex and fast-paced environments. This role is responsible for improving operational efficiency, ensuring high product availability, and delivering a consistent customer experience through reliable service, timely delivery, product freshness, and order accuracy. The role also provides leadership across the Operations team and ensures effective collaboration between online and offline operations.

This role works closely with E-commerce, Store Operations, Product, Commercial, Finance, and other business teams to design and launch new business models, establish operational processes and policies, evaluate operational costs and benefits, and ensure alignment across stakeholders. A key focus of the role is to create seamless integration between offline and online operations while building scalable and efficient operating models to support the company’s growth.

Key Responsibilities:

• Lead and oversee daily operations across all e-commerce and in-store operational teams and channels, including Hyper in-store, Snapp in-store, dark stores, and availability operations.
• Lead and develop operational teams, including Operations Managers, Branch Supervisors, Pickers, Stockers, and Dispatchers, ensuring effective execution and performance.
• Set operational performance standards, evaluate team and business performance, and implement improvement plans to drive efficiency and operational excellence.
• Forecast operational workload and design scalable team structures to support business growth.
• Oversee the operational performance of offline stores supporting online operations and ensure effective coordination between online and offline teams.
• Standardize operational processes across branches, conduct regular audits, and address operational issues affecting service levels and order fulfillment.
• Lead the operational setup and launch of new stores, formats, and business initiatives, including dark stores, hypermarkets, and supermarkets.
• Design and establish operational policies, processes, and procedures (P&P) for new projects, ensuring alignment with business strategy and stakeholder requirements.
• Evaluate operational costs, benefits, and resource requirements of new initiatives prior to launch.
• Ensure effective inventory and product availability management across stores and dark stores, minimizing inactive or missing items and supporting efficient order fulfillment.
• Monitor supplier service levels and collaborate with relevant teams to improve supplier performance and product availability.
• Oversee end-to-end order fulfillment, including picking, packing, dispatching, and last-mile coordination, ensuring timely delivery and service quality.
• Identify and implement initiatives to improve delivery speed, operational efficiency, and customer experience while optimizing costs.
• Monitor and analyze key operational KPIs, including sales, margins, order volumes, availability, fulfillment, and service levels, across business units.
• Establish quality control and performance monitoring mechanisms to ensure consistent operational standards across stores and channels.
• Oversee sales reconciliation across operational channels, ensuring accuracy between operational and financial systems and resolving discrepancies with Finance and relevant teams.
• Identify opportunities to optimize operational costs, including logistics, consumables, and workforce resources, and monitor operational expenses.
• Build strong relationships with internal stakeholders, including Supply Chain, Commercial, IT, Finance, and Store Operations, to ensure effective cross-functional execution.
• Manage relationships with external business partners, ensuring operational performance and service delivery in line with agreed contracts and standards.
• Present operational performance, key insights, and improvement initiatives to senior management to support informed decision-making.
• Prepare and review weekly and monthly operational reports, translating performance data into actionable improvement plans.

Required Qualifications & Competencies:

• Bachelor’s degree in Business Administration, Industrial Engineering, Operations Management, Supply Chain, or a related field.
• Extensive experience in e-commerce, retail, logistics, supply chain, or multi-site operations.
• Proven experience in leading large-scale operations and managing teams across multiple locations and channels.
• Strong knowledge of e-commerce and retail operations, including inventory, fulfillment, delivery, and store operations.
• Strong leadership, team management, and decision-making skills.
• Strong analytical and problem-solving skills, with a strategic and results-oriented mindset.
• Strong knowledge of operational processes, performance management, and continuous improvement.
• Strong financial and commercial understanding, with a focus on cost optimization and operational efficiency.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Strong project management skills, with experience in launching and scaling new business initiatives.
• Proficiency in Microsoft Excel and operational reporting tools.
• Fluency in written and spoken English.
• Ability to work effectively in fast-paced, high-growth environments and manage multiple priorities.
• Willingness and ability to travel domestically when required.