Operations Lead – E-Commerce

DWP Group; Lahore; On-site; PKR 1,800,000 - 2,800,000; Full time

Job summary

DWP Group is seeking an experienced Operations Lead – E-Commerce to oversee end-to-end fulfilment, warehousing, inventory, last-mile delivery and reverse logistics.

The role focuses on developing SOPs, optimizing costs and service levels, ensuring inventory accuracy, and coordinating across Warehousing, Category, Finance and other stakeholders.

Qualifications

• Bachelor's degree in Supply Chain, Operations, or related field.
• 5+ years of experience in E-Commerce Operations, Fulfilment or 3PL management.
• Deep understanding of e-commerce fulfilment, warehousing, inventory and last-mile operations.
• Strong negotiation and vendor management skills.
• Proficient in WMS, OMS, ERP and operational reporting tools.

Responsibilities

• Develop and implement SOPs for fulfilment, last-mile, reconciliation and related processes.
• Define operational KPIs and tracking mechanisms to monitor performance.
• Oversee warehousing, inventory accuracy, stock audits, receiving and storage.
• Coordinate demand planning and stock allocation with Category, Product and Warehouse teams.
• Manage end-to-end order fulfilment lifecycle including processing, picking, packing and dispatch.
• Implement fulfilment and last-mile protocols to improve service levels and reduce costs.
• Manage 3PL and courier partners, rate negotiations, performance and issue resolution.
• Monitor on-time delivery, failed deliveries, and customer escalations.
• Manage reverse logistics and returns, including receiving, grading and restocking.
• Analyze returns and operations data to identify root causes and improvements.
• Ensure timely stock reconciliations with Finance and stakeholders.
• Lead fulfilment, warehouse and dispatch teams and plan workforce.
• Drive automation and improvements using WMS, OMS and other systems.
• Identify opportunities to optimise fulfilment and last-mile costs while maintaining CX.

Skills

Negotiation

Vendor management

Stakeholder coordination

Process optimization

Education

Bachelor's degree in Supply Chain Management

Tools

WMS

OMS

ERP

Job description

We are looking for an experienced Operations Lead – E-Commerce to manage end-to-end fulfilment, warehousing, inventory, last-mile delivery, and reverse logistics operations. The role will focus on developing operational SOPs, optimizing costs and service levels, ensuring inventory accuracy, and driving efficient coordination across Warehousing, Category, Finance, and other stakeholders.

Key Responsibilities:

• Develop and implement SOPs for fulfilment, last-mile delivery, reconciliation, and other operational processes in coordination with relevant teams.
• Define operational KPIs and tracking mechanisms to monitor performance and drive continuous improvement.
• Oversee warehousing, inventory accuracy, stock audits, receiving, storage, and space utilization.
• Coordinate demand planning and stock allocation with Category, Product, and Warehouse teams to minimize stock-outs and overstock.
• Manage the complete order fulfilment lifecycle, including order processing, picking, packing, dispatch, and SLA adherence.
• Develop and implement fulfilment and last-mile protocols to improve service levels and optimize costs.
• Manage 3PL and courier partners, including rate negotiations, service performance, delivery tracking, and issue resolution.
• Monitor on-time delivery, failed deliveries, exceptions, and customer escalations.
• Manage reverse logistics and returns, including receiving, grading, restocking, and disposal.
• Analyze returns and operational data to identify root causes and improve processes.
• Ensure timely stock and operational reconciliations with Finance and other stakeholders.
• Lead and develop fulfilment, warehouse, and dispatch teams and ensure effective workforce planning.
• Drive automation and process improvements through effective utilization of WMS, OMS, and other operational systems.
• Identify opportunities to optimize fulfilment and last-mile costs while maintaining customer experience and service standards.

Qualifications:

• Bachelor's degree in Supply Chain Management, Business Administration, Operations, or a related field.
• 5+ years of experience in E-Commerce Operations, Fulfilment, Last-Mile, Warehousing, or 3PL management, preferably within a reputed e-commerce setup.
• Excellent understanding of e-commerce fulfilment, warehousing, inventory, and last-mile operations.
• Strong negotiation and 3PL/vendor management skills.
• Proficiency in WMS, OMS, ERP, and operational reporting tools.