Operation Excellence Manager (Grocery & Marketplace Vertical)

Keeta; Kuwait City; On-site; KWD 45,000 - 75,000; Full time

Job summary

Keeta is seeking an Experience Operation Excellence Manager to define governance metrics across the grocery and marketplace lifecycle, from order acceptance to delivery and returns. You will architect metric systems, own core scenarios, and turn data into actionable strategies that cross-functional teams can execute, building repeatable governance mechanisms rather than quick fixes.

The ideal candidate has a bachelor's degree and 5–7 years in e-commerce operations excellence, with deep

Qualifications

• Bachelor's degree or above.
• 5–7 years of operations excellence in e-commerce, instant retail (Q-commerce), or food delivery platforms or similar.
• Deep familiarity with end-to-end order operations — you know exactly where the order chain breaks and which metric proves it.
• Proven ability to build core metric frameworks from zero: identifying key stages and defining the metrics that matter.
• Excellent analytical and problem-solving skills — you can read complex data, find the root cause, and translate it into a strategy recommendation.

Responsibilities

• Architect the operation excellence governance metric system across the full order lifecycle.
• Own strategy for core scenarios: large orders, picking, checkout, reverse logistics, and abnormal ATA cases.
• Turn data into decisions by interpreting metrics and delivering strategy recommendations for product, tech, and ops teams.
• Build mechanisms, not one-off fixes, by driving cross-functional teams to codify outcomes into repeatable governance.

Skills

Operations excellence

Data analysis

Cross-functional leadership

Education

Bachelor's degree or above

Job description

About the Role

Every order tells a story — accepted, picked, checked out, delivered, and sometimes returned. We're looking for a Operation Excellence Manager (Grocery & Marketplace Vertical) to define how we measure and improve that story end-to-end, at platform scale.

What You'll Do

• Architect the operation excellence governance metric system — map the full order lifecycle (order acceptance → delivery → returns & refunds), identify the core metric at every stage, and define both order-tracked metrics (out-of-stock rate, order cancellation rate, search out-of-zone rate) and non-order-tracked metrics (picker fraud, offline service disputes, and beyond)
• Own strategy for core scenarios — design and output actionable strategies for our toughest operational moments: large orders, picking, checkout, reverse logistics, out-of-stock, and abnormal ATA (arrival-time) cases
• Turn data into decisions — interpret complex data, locate root causes through the metrics you built, and deliver strategy recommendations that product, tech, and ops teams can actually execute
• Build mechanisms, not one-off fixes — drive cross-functional teams to solve experience problems jointly, and codify the outcomes into repeatable, enforceable governance mechanisms

What We're Looking For

• Bachelor's degree or above
• at least 5-7 years of operations excellence in e-commerce, instant retail (Q-commerce), or food delivery platforms or similar
• Deep familiarity with end-to-end order operations — you know exactly where the order chain breaks and which metric proves it
• Proven ability to build core metric frameworks from zero: identifying key stages and defining the metrics that matter, including OOS rate, cancellation rate, picker fraud, and service disputes
• Excellent analytical and problem-solving skills — you can read complex data, find the root cause, and translate it into a strategy recommendation