Job Description

Job Title: E-commerce Operations Director

Job Summary:

The E-commerce Operations Director is responsible for leading and optimizing the entire e-commerce operational ecosystem--from order management and fulfillment to customer service, logistics, and platform performance. This role ensures operational excellence, cost-efficiency, and a seamless customer experience across all digital sales channels.

Key Responsibilities:

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1. Operational Strategy & Execution

Develop and implement scalable e-commerce operations strategies to support growth and customer satisfaction. Oversee the full order lifecycle, including processing, fulfillment, shipping, and returns. Align operational objectives with business goals and evolving market trends.
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2. Fulfillment & Logistics Management

Manage warehousing, inventory control, and last-mile delivery operations. Work with third-party logistics (3PL) providers to optimize service levels and cost. Ensure timely, accurate, and cost-effective fulfillment of customer orders.
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3. Platform & Process Optimization

Collaborate with tech and product teams to enhance platform features, backend workflows, and integrations (e.g., ERP, WMS, OMS). Streamline operational processes using automation, analytics, and continuous improvement methodologies (Lean/Six Sigma a plus). Oversee catalog management, pricing operations, and merchandising logistics.
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4. Customer Experience & Support Operations

Ensure a high standard of post-purchase experience, including delivery, customer support, and returns handling. Implement systems and policies that enhance service levels and resolve operational pain points. Analyze feedback and service data to identify and eliminate root causes of friction.
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5. Cross-functional Leadership & Team Management

Lead and develop teams across operations, fulfillment, and customer service. Foster a culture of accountability, innovation, and excellence. Partner with marketing, finance, product, and tech teams to drive efficiency and collaboration.
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6. Performance Monitoring & Reporting

Define and track KPIs such as order accuracy, delivery lead time, fulfillment cost, and customer satisfaction. Analyze data to identify bottlenecks, forecast demand, and inform resource planning. Present regular operational updates and improvement proposals to senior leadership.

Qualifications & Requirements:

Bachelor's degree in Business, Supply Chain, Operations Management, or related field (MBA preferred). 8-12+ years of progressive experience in e-commerce, logistics, or operations management. Proven track record of leading operational teams in high-growth digital retail or omnichannel environments. Strong understanding of e-commerce platforms (e.g., Shopee, Lazada, Shopify, Magento), ERP/WMS/OMS systems, and logistics technologies. Data-driven, strategic thinker with excellent problem-solving and communication skills. * Hands-on leadership style and a passion for continuous improvement.