Operations Lead at Vodafone

Vodafone; Doha; On-site; QAR 180,000 - 300,000; Full time

Job summary

Vodafone seeks a seasoned Operations Leader to design and govern end-to-end order fulfilment workflows, from pickup to refund or replacement, and manage courier/3PL partnerships. You will drive ROI, cost-per-order reduction, and SLA automation across finance, legal, and tech teams.

Applicants should have a Bachelor’s in operations management or related field, with PMP/Prince2 as a plus. GCC experience is preferred for this on-site role in Doha.

Qualifications

• Bachelor's degree in operations management, Engineering, or Business Administration.
• PM/Project Management certification is an advantage.
• Experience in GCC or regulated markets is preferred.

Responsibilities

• Design end-to-end order fulfilment workflows and SLAs.
• Oversee courier and 3PL partnerships and performance governance.
• Lead cost-per-order optimisation and route efficiency initiatives.
• Collaborate with cross-functional teams to ensure compliance and audit controls.

Skills

Operations management

SLA governance

Logistics

Vendor management

Cost optimization

Education

Bachelor's in operations management/Engineering/Business

Master's degree (advantage)

Tools

Dashboards

Tracking systems

ERP/WMS

Job description

This Full time on site position offers great opportunities for career growth. Design and implement end-to-end operational workflows covering order fulfilment, delivery, returns, exchanges, and dispute resolution. Ensure to Define and govern SOPs and SLAs across the full order lifecycle, from pickup to refund or replacement. Identify, onboard, and manage courier and 3PL partners to support national coverage and express delivery. Negotiate commercial terms, SLAs, and penalty/reward frameworks, and lead regular performance reviews. Design and lead the FB-MP operating model, including warehousing, packing, and last-mile delivery strategy. Partner with Tech and Product teams to enable order routing, tracking, and SLA automation. Oversee day-to-day eShop operations, ensuring exception handling (delays, RTOs, cancellations) within SLA. Drive continuous improvement through data-led optimisation of delivery performance and service quality. Measure operational ROI of promotions and campaigns in collaboration with the Category and Marketing teams. Track and reduce cost per order through operational efficiencies and route optimisation. Work closely with Category, Seller, Customer Care, Finance, Legal, and Technology teams to ensure seamless fulfilment. Represent operations in trading, performance, and leadership reviews. Ensure full compliance across departments covering health, safety, ethics, regulatory requirements (customs, VAT, e-commerce), data privacy, and audit controls including POD and claims accuracy. End-to-end accountability for eShop fulfilment, courier and 3PL performance (SLAs and penalties), Cost per order optimisation, and approval of all operational SOPs, delivery playbooks, and fulfilment strategy. Perform any additional project, task or activities assigned/delegated by the Line Manager.

Bachelor's degree in operations management, Engineering, or Business Administration. A master's degree is an advantage.

8-12 years of experience in eShop, eCommerce, logistics, or fulfilment operations. Experience in GCC or similar regulated markets is preferred.

Proven ownership of end-to-end order fulfilment, last-mile delivery, and returns management. Strong experience managing courier and 3PL partners with SLA-driven performance governance. Demonstrated ownership of logistics or operations and cost optimisation initiatives. Experience designing scalable fulfilment models or warehouse-led delivery frameworks. Hands-on exposure to operations dashboards, tracking systems, and performance analytics. Project Management certification (PMP or Prince2) - an advantage.