E-commerce Operations Director

ULIAO PTE. LTD.; Singapore; On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking an E-commerce Operations Director to lead and optimize their e-commerce ecosystem. This role encompasses everything from order management and fulfillment to customer service and logistics, ensuring operational excellence and a seamless customer experience. The ideal candidate will have extensive experience in e-commerce operations, a data-driven mindset, and a passion for continuous improvement. Join a forward-thinking company that values innovation and collaboration, and play a key role in enhancing the customer journey across digital sales channels.

Qualifications

• 8–12+ years of experience in e-commerce, logistics, or operations management.
• Proven track record in high-growth digital retail environments.

Responsibilities

• Develop and implement scalable e-commerce operations strategies.
• Manage warehousing, inventory control, and last-mile delivery operations.
• Lead and develop teams across operations, fulfillment, and customer service.

Skills

E-commerce Operations

Logistics Management

Data Analysis

Problem-solving

Team Leadership

Education

Bachelor’s degree in Business

MBA

Tools

E-commerce platforms (Shopee, Lazada, Shopify, Magento)

ERP systems

WMS systems

OMS systems

Job description

Job Title: E-commerce Operations Director

Job Summary:

The E-commerce Operations Director is responsible for leading and optimizing the entire e-commerce operational ecosystem—from order management and fulfillment to customer service, logistics, and platform performance. This role ensures operational excellence, cost-efficiency, and a seamless customer experience across all digital sales channels.

Key Responsibilities:

1. Operational Strategy & Execution

• Develop and implement scalable e-commerce operations strategies to support growth and customer satisfaction.
• Oversee the full order lifecycle, including processing, fulfillment, shipping, and returns.
• Align operational objectives with business goals and evolving market trends.

2. Fulfillment & Logistics Management

• Manage warehousing, inventory control, and last-mile delivery operations.
• Work with third-party logistics (3PL) providers to optimize service levels and cost.
• Ensure timely, accurate, and cost-effective fulfillment of customer orders.

3. Platform & Process Optimization

• Collaborate with tech and product teams to enhance platform features, backend workflows, and integrations (e.g., ERP, WMS, OMS).
• Streamline operational processes using automation, analytics, and continuous improvement methodologies (Lean/Six Sigma a plus).
• Oversee catalog management, pricing operations, and merchandising logistics.

4. Customer Experience & Support Operations

• Ensure a high standard of post-purchase experience, including delivery, customer support, and returns handling.
• Implement systems and policies that enhance service levels and resolve operational pain points.
• Analyze feedback and service data to identify and eliminate root causes of friction.

5. Cross-functional Leadership & Team Management

• Lead and develop teams across operations, fulfillment, and customer service.
• Foster a culture of accountability, innovation, and excellence.
• Partner with marketing, finance, product, and tech teams to drive efficiency and collaboration.

6. Performance Monitoring & Reporting

• Define and track KPIs such as order accuracy, delivery lead time, fulfillment cost, and customer satisfaction.
• Analyze data to identify bottlenecks, forecast demand, and inform resource planning.
• Present regular operational updates and improvement proposals to senior leadership.

Qualifications & Requirements:

• Bachelor’s degree in Business, Supply Chain, Operations Management, or related field (MBA preferred).
• 8–12+ years of progressive experience in e-commerce, logistics, or operations management.
• Proven track record of leading operational teams in high-growth digital retail or omnichannel environments.
• Strong understanding of e-commerce platforms (e.g., Shopee, Lazada, Shopify, Magento), ERP/WMS/OMS systems, and logistics technologies.
• Data-driven, strategic thinker with excellent problem-solving and communication skills.
• Hands-on leadership style and a passion for continuous improvement.