قائد عمليات التجارة الإلكترونية عبر أطراف خارجية (3P)

End-to-End Fulfillment Ownership: Own the complete order fulfillment journey from order release/pick-up at the external 3PL warehouse or company-owned warehouse through final delivery to the customer, ensuring seamless execution across all fulfillment stages.
3PL & Fulfillment Operations Management: Manage and coordinate external fulfillment partners, warehouses, and last-mile providers to ensure operational performance, capacity availability, service quality, and adherence to agreed SLAs.
Order Fulfillment SLA: Own fulfillment and delivery SLA performance, proactively identifying bottlenecks, delays, and operational risks and implementing corrective actions to maintain target service levels.
Order Quality & Customer Experience: Ensure orders are fulfilled accurately and delivered in the expected condition and timeframe, minimizing operational errors, cancellations, failed deliveries, damages, and customer complaints.
Damage & Loss Management: Own the end-to-end damage, loss, and shipment exception process, including root-cause analysis, corrective actions, claims management, and prevention initiatives across warehouses, transportation, and delivery partners.
Return Rate & Reverse Logistics: Own the end-to-end return performance, including return rate, return reasons, operational handling, transportation, and disposition, while driving initiatives to reduce avoidable returns and associated costs.
Fulfillment Cost Ownership: Own and optimize the cost per order across the fulfillment journey, including warehousing, handling, transportation, delivery, returns, and other applicable operational costs.
Performance Management: Establish and manage operational performance reviews with 3PL and logistics partners, ensuring clear action plans, accountability, and continuous improvement against agreed KPIs.
Capacity & Operational Readiness: Ensure fulfillment partners have sufficient capacity, manpower, systems, inventory handling capabilities, and operational readiness to support business volumes, campaigns, and peak periods.
Cross-Functional Coordination: Act as the key fulfillment point of contact with Commercial, Supply Chain, Customer Service, Finance, Technology, and Warehouse teams to resolve operational issues and improve the end-to-end customer journey.
Process & Continuous Improvement: Identify inefficiencies across the fulfillment process and lead initiatives to improve SLA, quality, customer experience, productivity, and cost efficiency.
Decision Ownership: Make operational decisions related to 3PL performance, order routing, fulfillment priorities, escalation management, corrective actions, capacity allocation, and cost optimization within the approved governance and budget framework.

Desired Candidate Profile

Must have technical / professional qualifications:
1.End-to-End Fulfillment & Logistics Management Strong understanding of order fulfillment operations covering warehousing, 3PL management, transportation, last-mile delivery, returns, and reverse logistics.
2.3PL & Vendor Management Proven ability to manage external logistics and fulfillment partners, negotiate performance expectations, monitor SLAs, and drive accountability through structured performance reviews.
3.Data-Driven Performance & Cost Management Strong analytical skills with the ability to monitor operational KPIs, identify root causes, manage cost per order, and translate data into measurable operational improvements.
4.Problem Solving & Continuous Improvement Strong operational problem-solving skills with experience in root-cause analysis, process optimization, incident management, and implementation of corrective and preventive actions.
5.Cross-Functional Leadership & Customer-Centric Mindset Ability to lead through influence across internal and external stakeholders, with a strong focus on customer experience, service quality, operational excellence, and accountability.
Must Have Technical / Professional Qualifications Bachelor s degree in Supply Chain Management, Logistics, Business Administration, Operations Management, or a related field.
5+ years of relevant experience in fulfillment, logistics, supply chain, e-commerce operations, or 3PL management, preferably with direct ownership of end-to-end order operations.
Proven experience managing 3PL / external warehouse and logistics partners and operating against contractual SLAs and performance targets.
Strong knowledge of warehouse management, order management, transportation, last-mile delivery, reverse logistics, and returns processes.
Strong analytical and reporting skills; advanced Excel knowledge is required.
Experience with WMS, OMS, TMS, ERP, BI/reporting tools is preferred.
Experience in cost management, operational budgeting, KPI management, and continuous improvement.
Familiarity with SLA/KPI governance, root-cause analysis, process improvement methodologies, and operational performance management