Ecommerce Service & Operations Lead

PUMA UNITED KINGDOM LTD; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

PUMA UNITED KINGDOM LTD is seeking a Customer Service Management professional in Manchester to lead end-to-end eCommerce operations, ensuring efficient order fulfilment and high-quality customer service. You will manage third-party providers, optimise processes, and drive cost efficiency across the fulfilment ecosystem.

The role focuses on KPI ownership, cross-functional collaboration, and continuous improvement, with responsibility for ensuring timely issue resolution and seamless customer

Qualifications

• Proven experience in eCommerce operations.
• Strong Excel proficiency and data-driven approach.
• Experience with project management tools (Jira, Confluence, Trello or Basecamp).
• Ability to manage third-party vendors and external partners.

Responsibilities

• Own end-to-end order fulfilment and customer service operations within the eCommerce ecosystem.
• Oversee cost control, service levels (3PL SLAs) and billing governance with partners such as Concentrix.
• Identify inefficiencies and implement improvements to reduce costs and improve service quality.
• Coordinate with internal teams and external partners to resolve customer and logistics issues.
• Provide cover for Operations Manager when required and support broader fulfilment operations.

Skills

eCommerce operations

Excel

Jira

Confluence

Trello

Basecamp

Stakeholder communication

Vendor management

Project management

Data analysis

Tools

Jira

Confluence

Trello

Basecamp

Job description

PUMA UNITED KINGDOM LTD is seeking a Customer Service Management professional in Manchester to lead end-to-end eCommerce operations, ensuring efficient order fulfilment and high-quality customer service. You will manage third-party providers, optimise processes, and drive cost efficiency across the fulfilment ecosystem.

The role focuses on KPI ownership, cross-functional collaboration, and continuous improvement, with responsibility for ensuring timely issue resolution and seamless customer