About the Role

We are seeking a highly driven E-commerce Operations Manager to lead same-day, express, and on-demand fulfilment operations within a high-volume, time-critical e-commerce environment. This role is responsible for ensuring fast, accurate, and seamless order fulfilment from order entry through to final delivery, while delivering a premium customer experience.

The successful candidate will combine strong operational discipline with innovation, systems expertise, and a relentless focus on customer satisfaction.

Work Environment

• Office and Distribution Centre–based
  

• Travel within South Africa and Southern Africa as required

• Extremely fast-paced, high-volume e-commerce operation

• Same-day, express, and on-demand deliveries

• High-value mobile electronics

• Real-time order management and customer visibility

• Strong dependency on systems, automation, and courier performance

Key Responsibilities

End-to-End Fulfilment Operations

• Own the full e-commerce fulfilment lifecycle: order entry → picking → packing → dispatch → delivery.

• Manage and optimize fulfilment workflows for speed, accuracy, and cost efficiency.

• Enforce order cut-offs, wave planning, and dispatch timelines.

• Maintain high inventory accuracy and full stock traceability.

• Lead and manage E-commerce Fulfilment Supervisors.

Customer Experience & Service Excellence

• Deliver a consistently high-quality customer experience across the fulfilment journey.

• Proactively communicate delivery updates and status changes to customers.

• Manage exceptions, failed deliveries, and escalations swiftly and effectively.

• Liaise with internal stakeholders on e-commerce platform and systems changes, including integration and website functionality.

Process, Systems & Optimization

• Design, implement, and continuously improve picking, packing, and dispatch processes.

• Leverage automation and technology to increase throughput and reduce manual errors.

• Drive innovation in fulfilment methods to improve speed, accuracy, and cost efficiency.

• Manage production consumables (e.g. boxes, gum tape, manilla), ensuring availability and identifying cost-effective alternatives.

Courier & Express Partner Management

• Manage same-day and express delivery partners.

• Monitor courier performance against speed, accuracy, and SLAs.

• Ensure correct application of delivery service types per order.

• Participate in performance reviews and continuous improvement initiatives with partners.

Performance & Capacity Management

• Forecast volumes and plan operational capacity for peak periods and promotions.

• Monitor KPIs, delivery SLAs, and service quality in real time.

• Take immediate corrective action where performance or service levels fall short.

Qualifications & Experience

Qualifications:

• Bachelor’s Degree in Supply Chain, Logistics, Operations, Business, or a related field

• E-commerce, fulfilment, or operations certifications (advantageous)

Experience:

• Minimum 5+ years’ experience managing e-commerce fulfilment or express/last-mile delivery operations

• Proven experience in same-day and express fulfilment environments

• Strong understanding of customer experience (CX) and service recovery in e-commerce

• Hands-on experience with OMS, WMS, TMS, and real-time delivery tracking systems

• Demonstrated success in process optimization, operational innovation, and execution under pressure

Skills & Competencies

Technical Skills:

• End-to-end e-commerce fulfilment operations (picking, packing, dispatch)

• Same-day and express delivery management

• OMS, WMS, TMS, BI, and reporting platforms

• Process mapping, workflow optimization, and automation

• Real-time order tracking and dashboard reporting

• Exception and escalation management

Soft Skills:

• Thrives in high-pressure, time-critical environments

• Strong customer-centric mindset

• Decisive, action-oriented leadership

• Excellent communication and stakeholder management

• Highly adaptable, solutions-driven, and resilient

Key Competencies:

• Customer experience excellence

• Operational agility and speed

• Process discipline with an innovation mindset

• Data-driven decision making

• Continuous improvement

• Accountability and resilience

Additional Information

This role is critical to delivering a premium e-commerce customer experience in a same-day and express delivery environment. The successful candidate must balance speed, accuracy, cost, and customer satisfaction while leading teams responsible for picking, packing, and dispatch operations from order entry to final delivery.