About the role
Based in BGC, Taguig, the Operations Lead owns end-to-end fulfilment execution for B2C operations in a hybrid work environment. The role oversees warehouse activities from inbound to outbound and returns, fulfilment performance, cost per order, workforce planning, safety, and the day-to-day management of couriers and warehouse-side vendors. This position leads operational readiness for peak events and mega-sales, sets operational standards, manages resourcing and escalations, and ensures the operation consistently meets service levels.
Key responsibilities
- Build, coach, and develop the Operations Team through performance reviews, career development plans, succession planning, frontline training, and certification programs.
- Own receiving, putaway, storage, picking, packing, dispatch, and returns across platforms while setting SOP standards and quality controls.
- Maintain inventory accuracy through cycle counts, variance investigations, and damage and shrinkage controls reconciled with Finance.
- Ensure orders are packed and handed to couriers within platform shipping deadlines to avoid marketplace penalties.
- Manage the performance of couriers, 3PL partners, and packaging and equipment suppliers against agreed SLAs.
- Conduct vendor performance reviews, escalate breaches and disputes, verify billing against actual volumes, and provide data-backed input on contract renewals.
- Define warehouse requirements for WMS and OMS, participate in user acceptance testing, lead floor adoption, and maintain manual-workaround procedures for system outages.
- Drive improvements to warehouse layout, slotting, pick paths, packing stations, and overall productivity while providing feedback on in-house technology solutions.
- Lead operational readiness for mega-sale events such as 11.11 and 12.12, covering manpower, space, materials, dry runs, and contingency plans.
- Confirm fulfilment capacity and flag constraints to the Supply Chain Lead before launch commitments.
- Ensure compliance with Philippine occupational safety and health standards, fire safety requirements, warehouse permits, labour standards, and the Data Privacy Act.
- Establish, monitor, and report on operational KPIs including order cycle time, on-time dispatch, pick and pack accuracy, inventory accuracy, return processing time, productivity, cost per order, and safety incidents.
- Align shared end-to-end performance metrics with the Supply Chain Lead.
What we're looking for
- Bachelor's degree in Supply Chain Management, Logistics, Industrial Engineering, Business, or a related field; postgraduate study is an advantage.
- 8 to 10 years of experience in warehouse and fulfilment operations, including 3 to 5 years leading supervisors and frontline teams in a high-volume B2C warehouse.
- Hands-on experience planning and executing peak-season fulfilment in high-SKU, high-volume parcel environments, including returns handling.
- Proven experience managing courier, 3PL, and vendor performance.
- Working knowledge of Philippine occupational safety and health and labour standards for warehouse workforces.
- Strong leadership skills, including coaching supervisors and defining and enforcing decision authority frameworks.
- Training in Lean, Six Sigma, or other continuous improvement methodologies is preferred.
- Experience with a new warehouse setup, relocation, or automation project is preferred.
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