Senior Operations Manager (Q-Commerce)

About the Role

The Senior Operations Manager owns the end-to-end development, launch, and operational management of Physical Supermarkets and Dark Stores across Digikala Q-Commerce.

The primary mission of this role is to build and operate a scalable, efficient, standardized, and reliable operational network that consistently delivers high-quality customer service while optimizing operational costs, productivity, and execution excellence.

This role is responsible for leading new store expansion initiatives, ensuring operational readiness, managing day-to-day store and dark store operations, and driving continuous improvement across the network.

The Senior Operations Manager also plays a critical role in workforce planning, operational performance management, cross-functional alignment, and service-level governance, ensuring that all operational units deliver against business objectives, approved budgets, and established service standards.

Key Responsibilities

1. Store Expansion & New Store Launch

• Lead the identification, evaluation, and prioritization of new store locations based on demand potential, geographical coverage, accessibility, cost efficiency, and operational feasibility.
• Own the end-to-end store launch process, including layout design, capacity planning, equipment procurement, infrastructure readiness, system implementation, and operational setup.
• Collaborate with Real Estate, Finance, Technology, Procurement, Human Resources, and other stakeholders to ensure timely store openings within approved budgets and operational standards.
• Establish standardized store readiness checklists, launch procedures, and operational acceptance criteria to ensure consistent execution.
• Monitor post-launch performance, identify operational gaps, and implement corrective actions until new stores achieve operational stability.

2. Store & Dark Store Operations Management

• Own the end-to-end daily operations of all assigned physical supermarkets and dark stores, ensuring operational consistency, efficiency, and service reliability.
• Oversee inbound receiving, goods inspection, system registration, storage, shelving, inventory management, and discrepancy resolution across the network.
• Manage the complete order fulfillment lifecycle, from order receipt through picking, packing, and handover to delivery fleets, ensuring speed, accuracy, and service quality.
• Establish, implement, and continuously improve Standard Operating Procedures (SOPs) and operational controls across all stores.
• Ensure effective management of inventory accuracy, shrinkage, waste, workplace safety, hygiene, equipment maintenance, and operational incidents.
• Monitor store-level operational performance, identify execution bottlenecks, and implement improvement initiatives to increase capacity, productivity, and service quality.
• Drive operational standardization and continuous improvement to support sustainable network expansion.

3. Workforce Planning & People Management

• Lead workforce capacity planning, organizational structure design, shift scheduling, and resource allocation across all operational units.
• Optimize labor productivity, workforce utilization, and personnel costs while maintaining operational service standards.
• Partner with Human Resources to manage recruitment planning, onboarding, training, performance evaluation, and workforce development.
• Develop store managers and operational supervisors through structured coaching, performance management, and succession planning.
• Establish clear accountability frameworks, attendance management processes, and operational performance expectations.
• Ensure adequate workforce coverage during peak demand periods, seasonal fluctuations, and exceptional operational conditions.
• Address operational and disciplinary matters in accordance with organizational policies and established procedures.

4. Stakeholder Management & Shared Services Governance

• Lead cross-functional operational coordination with Supply Planning, Commercial, Procurement, Suppliers, Technology, and other relevant teams to ensure seamless product and information flows.
• Manage collaboration with Digikala's Central Operations team, establishing clear ownership boundaries, operational handover procedures, escalation paths, and issue-resolution mechanisms.
• Design, negotiate, and monitor Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for services provided by warehouses and Distribution Centers (DCs).
• Ensure service agreements clearly define delivery schedules, accuracy, quality standards, capacity requirements, discrepancy management, and incident-resolution procedures.
• Conduct regular service performance reviews with internal and external stakeholders.
• Identify root causes of service deviations and drive corrective actions through to resolution.
• Strengthen operational collaboration and accountability across the Q-Commerce ecosystem.

Qualifications & Competencies

• Proven management experience in multi-site retail operations, supermarkets, dark stores, or large-scale logistics networks.
• Strong experience in managing geographically distributed operational teams and complex operational environments.
• Demonstrated expertise in store operations, inventory management, order fulfillment, operational standardization, and workforce management.
• Experience in new store openings, network expansion, and operational setup is a significant advantage.
• Strong project management capabilities, with the ability to manage multiple operational initiatives simultaneously.
• Solid understanding of operational budgeting, cost optimization, productivity management, and financial performance drivers.
• Strong analytical capabilities, with demonstrated experience in KPI monitoring, data-driven decision-making, and performance improvement.
• Experience in designing, negotiating, and managing SLAs and cross-functional operational agreements.
• Strong stakeholder management, communication, and negotiation skills.
• Proven leadership capabilities, including team development, performance management, and building accountability across large operational teams.
• Ability to make effective decisions under pressure, solve complex operational problems, and drive execution through to completion.
• A results-oriented mindset with a strong focus on operational excellence, scalability, efficiency, and customer experience.

Scope of Authority & Accountability

The Senior Operations Manager holds end-to-end accountability for the operational performance and execution excellence of all assigned physical supermarkets and dark stores.

Within approved budgets, policies, and delegated authority, this role is responsible for operational planning, execution, performance monitoring, resource optimization, and corrective actions.

The role is expected to make operational decisions that improve productivity, service reliability, and scalability while ensuring alignment with Q-Commerce's strategic and financial objectives.

Decisions involving capital investments, real estate contracts, and significant financial commitments are subject to the organization's established approval and governance processes.