Key skills
AIAgileLeadershipStakeholder ManagementCommunication
About this role
Role Overview
- Lead and scale post-purchase operations across multiple eCommerce marketplaces and channels.
- Oversee Customer Service, Order Management, and Fraud Operations.
- Ensure high-quality customer support and communication across all channels.
- Manage fulfilment-related issues, escalations, and operational coordination.
- Support fraud monitoring, reporting, and escalation processes.
- Collaborate with cross-functional teams for operational improvements.
- Produce and present monthly reports on customer service KPIs and team performance.
Requirements
- Proven experience (5+ years) in Customer Operations, Customer Service Management, or a similar operational leadership role, preferably in eCommerce or marketplaces.
- Bachelor’s degree in Business, Operations, Management, or related discipline preferred; qualifications in Lean Six Sigma, Agile, or Continuous Improvement methodologies are advantageous.
- Strong experience leading teams, managing operational KPIs, and improving performance within fast-paced environments.
- Demonstrated experience improving operational processes, workflows, and efficiencies to support scalability and continuous improvement.
- Experience developing structured, process-driven ways of working, including the use of automation or AI-enabled tools to reduce manual effort.
- Strong analytical mindset with the ability to interpret operational data, identify trends, and support informed decision-making.
- Familiarity with Order Management Systems (OMS), Customer Service Platforms, and fraud monitoring/reporting tools.
- Strong communication and stakeholder management skills, including the ability to present operational insights to senior leadership.
Benefits
- Competitive Compensation: Attractive salary package with benefits.
- Work-Life Balance: Competitive annual leave and flexible working arrangements.
- Growth Opportunities: Access to learning and development programs to enhance your skills.
- Culture and Environment: A fun, inclusive, and collaborative workplace.
- Wellbeing Support: Access to an Employee Assistance Programme (EAP).
- Quarterly Social Events: Company-sponsored quarterly social events designed to bring teams together, celebrate success, and strengthen connections across the business.