E-commerce Operations Manager

Company: Fathy Ibrahim — a premium Egyptian gifting brand (jewelry, watches, perfumes), established 1928 Location: [october] Reports to: [CEO / COO] Team: Customer Service (via CS Supervisor), Fulfillment, Shipping, [Warehouse]About the RoleWe're looking for an E-commerce Operations Manager to lead and own all of our online operations — everything that happens after a customer places an order. You'll be responsible for fulfillment, shipping, customer service, and warehouse operations, making sure every order reaches the customer accurately, quickly, and in a way that reflects our premium brand.This is an operations leadership role. You'll manage team leaders and their teams, improve processes, control costs, and be accountable for the speed and quality of our entire e-commerce operation.Key ResponsibilitiesOrder FulfillmentOwn the end-to-end order fulfillment process, from order received to dispatchedEnsure orders are prepared accurately (correct item, quantity, SKU) and packaged to premium brand standardsReduce order preparation time and eliminate fulfillment errorsSet and track fulfillment KPIs (order accuracy, preparation time, on-time dispatch)Shipping & Last-MileManage relationships with shipping companies [e.g. ShipBlu and others]Ensure fast, reliable delivery and monitor shipping performanceHandle shipping issues, delays, and failed deliveriesControl shipping costs and negotiate rates with carriersTrack and improve delivery times and success ratesCustomer ServiceOversee the customer service function (through the CS Supervisor) across all channels — Instagram, WhatsApp, Facebook, TikTok, Phone, Email, and Google/web reviewsEnsure response time under 1 hour and case resolution within 24 hoursEnsure a premium brand voice and high customer satisfactionUse customer feedback to drive operational improvementsWarehouse & InventoryOversee warehouse operations, organization, and stock accuracyEnsure inventory is correctly tracked and reconciledCoordinate with procurement on stock levels and replenishmentMinimize stock discrepancies and lossesReturns & Reverse LogisticsOwn the returns and exchange process end-to-endEnsure returns are handled quickly and tracked accuratelyAnalyze return reasons and reduce return ratesTeam LeadershipLead and develop the operations team, including the CS Supervisor, fulfillment, shipping, and warehouse staffSet clear targets, monitor performance, and coach team leadersBuild and improve processes, SOPs, and workflows across all functionsEnsure smooth coordination between fulfillment, shipping, CS, and warehouseReporting & ImprovementReport on operational performance to management (weekly and monthly)Track key metrics across fulfillment, shipping, CS, and inventoryIdentify bottlenecks and continuously improve speed, cost, and qualitySupport the company's scaling — new stores, higher order volumes, and system upgrades [e.g. Odoo/ERP]Requirements[4–7]+ years of experience in e-commerce operations, fulfillment, logistics, or supply chainProven experience leading and managing teams across operations functionsStrong understanding of order fulfillment, shipping, and warehouse operationsExperience managing shipping/courier relationships (last-mile delivery in Egypt)Experience with e-commerce platforms (Shopify preferred) and operations/ERP systemsStrong analytical skills — comfortable with metrics, KPIs, and process improvementExcellent organizational and problem-solving skillsAbility to work fast and manage multiple functions simultaneously[Bachelor's degree in a relevant field]PreferredExperience in premium/luxury retail or a brand-conscious environmentExperience scaling operations during company growthFamiliarity with ERP implementation (e.g. Odoo)What We OfferCompetitive salary A leadership role with real ownership and impactThe opportunity to build and scale operations for a growing premium brand