Hybrid E‑commerce Operations Lead & Process Optimizer

Work Avenue; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Work Avenue in London (Edgware) is seeking an organized Operations Manager to lead day-to-day operations for an online lighting retailer. Hybrid working is possible, with a handover from the outgoing manager to ensure a smooth transition.

You will own the operation: order journey, supplier payments, refunds and returns, and customer inquiries. You will build processes, monitor performance and help scale the business through better tools and automation.

Qualifications

• 5+ years of operational management experience.
• Experience in e-commerce, marketplaces, supplier coordination or recruitment is advantageous.
• Strong written and verbal communication skills.
• Proficient with Google Sheets and basic data analysis.

Responsibilities

• Manage daily operations, overseeing the order journey from purchase to delivery and ensuring service standards.
• Lead the team: allocate work, check quality, give feedback, hold regular catch-ups and arrange cover and cross-training.
• Oversee supplier payments, customer refunds and returns.
• Identify and resolve problems, checking operational data and following through with suppliers, couriers and marketplaces.
• Maintain clear processes, including standard operating procedures and supplier information.
• Improve how the business operates, recommending better tools, automation and appropriate uses of AI.
• Support operational growth, including setting up new suppliers and marketplaces and leading recruitment, onboarding and training once approved.
• Provide a concise weekly update on performance, exceptions and decisions needed.

Job description

Work Avenue in London (Edgware) is seeking an organized Operations Manager to lead day-to-day operations for an online lighting retailer. Hybrid working is possible, with a handover from the outgoing manager to ensure a smooth transition.

You will own the operation: order journey, supplier payments, refunds and returns, and customer inquiries. You will build processes, monitor performance and help scale the business through better tools and automation.