E-commerce Operation Manager

Key Responsibilities 

• Lead and oversee daily e-commerce operations across multiple store locations, ensuring efficient order fulfillment while meeting SOP and Service Level Agreement (SLA) standards.  

• Plan and optimize workforce allocation, including shift scheduling, manpower planning, task rotation, and contingency staffing to support daily operations.  

• Monitor team performance by driving productivity, order accuracy, and packing quality while ensuring an excellent customer experience.  

• Manage the flow of delivery partners (drivers/couriers) at store pickup points to minimize waiting time and maintain smooth store operations.  

• Conduct regular store visits to ensure operational excellence, identify improvement opportunities, and implement corrective actions when necessary.  

• Resolve operational issues promptly, including order delays, inventory discrepancies, courier concerns, and the handling of fresh, frozen, or fragile products.  

• Partner closely with Store Managers and Assistant Store Managers to ensure seamless integration between e-commerce and in-store operations.  

• Coach and develop Pickers, Packers, and Store E-Commerce Coordinators through training, performance feedback, and continuous operational improvement.  

• Monitor product availability for online orders and collaborate with store and warehouse teams to minimize stock shortages and maximize order fulfillment.  

• Prepare and analyze operational reports, providing insights on order volume, processing time, SLA achievement, and operational performance to support business decisions.  

What We're Looking For 

• Bachelor's degree in any discipline; Management, Logistics, Industrial Engineering, or related fields are preferred.  

• Minimum 3–5 years of experience in retail operations, warehousing, logistics, supply chain, or e-commerce fulfillment.  

• Proven experience leading frontline operational teams, preferably across multiple stores or locations.  

• Strong knowledge of picking, packing, inventory management, and e-commerce fulfillment processes. Experience in supermarket, grocery retail, FMCG, or omnichannel operations is an advantage.  

• Strong analytical thinking and problem-solving skills with the ability to make quick operational decisions in a fast-paced environment.  

• Hands-on leadership style with the ability to motivate teams, enforce operational standards, and deliver results under tight SLA targets.  

• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across store operations and external delivery partners.  

• Willing to travel regularly to multiple store locations within the Hero Supermarket network.