Head of Operations

Delivery Hero; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading e-commerce company is seeking a Head of Pandamart Operations in Singapore to manage and optimize fulfillment operations across Singapore and Malaysia. The role requires strong leadership in driving customer experience metrics, operational efficiency, and strategic project execution. Candidates should possess 8–12 years of experience in e-commerce operations, with a proven ability to lead teams and influence cross-functional stakeholders. This position offers an exciting opportunity to shape the future of operations in a fast-paced environment.

Qualifications

• 8–12 years of experience in e-commerce/fulfillment operations.
• Proven ability to manage end-to-end fulfillment operations.
• Strong leadership and influencing skills across multiple teams.

Responsibilities

• Manage and optimize performance of dark stores across Singapore and Malaysia.
• Drive key customer experience metrics and initiatives.
• Lead strategic projects for operational efficiency and improvements.

Skills

E-commerce operations

Customer experience management

Operational efficiency improvement

People leadership

Analytical thinking

Job description

Overview

As the Head of Pandamart Operations for Singapore & Malaysia, you will be responsible for leading day-to-day fulfillment operations, ensuring seamless customer experience, and driving efficiency and growth through strategic planning and execution across the pandamart business in Singapore and Malaysia.

You will be part of the Q-Commerce leadership team and will oversee pandamart operations coordination across commercial, supply chain, and warehouse teams to maximize growth, performance and cost-effectiveness.

This role is ideal for an experienced operator with a strong track record in eCommerce operations who thrives in fast-paced, data-driven environments.

Responsibilities

• Manage and optimize the performance of all dark stores across Singapore and Malaysia, including picking, inventory accuracy, labor planning, and in-store execution
• Drive key customer experience metrics (picking accuracy, fulfillment success, incident rates, on-time delivery) and lead initiatives to continuously improve service levels
• Drive cost control and operational efficiency through process improvements, space optimization, and strategic resource planning
• Own and evolve the store network and real estate strategy — including location scouting, sizing, and layout design — to ensure optimal coverage, productivity, and proximity to demand. Lead real estate negotiations and manage relationships with landlords and property partners
• Lead strategic projects to future-proof operations, including dark store layout redesigns, automation opportunities, and assortment-driven space planning
• Collaborate cross-functionally with local and central teams, including Supply Chain, Logistics, Tech, and Commercial, to optimize day-to-day operations and roll out best practices at scale
• Work closely with the Logistics team to define the ideal rider deployment setup, balancing customer experience with logistics cost and SLA adherence
• Design and implement operational OKRs and KPIs to provide real-time visibility into store-level and network-wide performance and improvement areas
• Ensure full compliance with internal SOPs, health & safety regulations, and local laws
• Act as the food safety and hygiene guardian — define, roll out, and enforce food safety protocols across all stores in compliance with regulatory and internal standards
• Formulate, manage, and track budgets, productivity targets, and staffing plans to support sustainable growth
• Build, mentor, and lead high-performing teams with a culture of ownership, continuous improvement, and operational excellence

Qualifications

• 8–12 years of experience in e-commerce / fulfilment operations
• Proven ability to manage end-to-end fulfillment operations, including both in-house stores and third-party partners
• Experience working with regional and cross-functional stakeholders in fast-paced, high-growth environments
• Strong people leadership skills: capable of managing team leads overseeing warehouse managers, pickers, and frontline teams
• Excellent cross-functional collaboration, with the ability to influence and align across Supply Chain, Commercial, Tech, and Finance teams
• Highly analytical and action-oriented, with a continuous improvement mindset
• Solid grasp of operational P&L levers, with experience in OKR setting, performance tracking, and strategic project execution
• Deep understanding of fulfillment-related customer experience metrics and last-mile delivery operations