Operations Excellence & Assurance Lead

Key Responsibilities:

PROCESS EXCELLENCE & SOPS

• Develop, document, maintain, and continuously improve end-to-end SOPs for the order-to-delivery-to-cash lifecycle across all channels (online store, app, and the four branches).

• Standardize workflows across the Product Manager, warehouse and fulfillment, couriers, and customer service so handoffs are clear and exceptions are handled consistently.

• Maintain a single, version-controlled process library and ensure teams always work to the current version.

• Run a recurring assurance program (audits, spot-checks, sample reviews) that verifies SOP adherence and flags deviations before they reach the customer.

• Design and audit the control framework over delivery accuracy, returns and RTO handling, and COD cash reconciliation — the controls, not the reconciliation itself, which sits with Finance (or Operations until Finance is staffed for it.

• Investigate root causes of operational failures and document corrective and preventive recommendations, escalating them to the Head of E-Commerce for action with the relevant team.

LOGISTICS & LAST-MILE ASSURANCE:

• Monitor courier SLA performance (Bosta and any additional 3PLs) and the internal fleet: on-time delivery, first-attempt success, delivery lead time, and RTO / failed-delivery rates.

• Independently verify COD reconciliation accuracy between couriers, the ERP (Edara → Odoo), and Finance, and escalate unresolved or aging variances to Finance and the Head of E-Commerce.

• Own the logistics KPI definitions and validate that the KPIs reflect the business, while the Data Scientist owns dashboard development, calculations, and reporting — then convert the insights into improvement initiatives.

ORDER & CUSTOMER-OPERATIONS QUALITY:

• Assure order-lifecycle quality: order accuracy, fulfillment time, packing standards, and cancellation and return handling.

• Track cross-team SOP adherence and log deviations for the Head of E-Commerce to resolve with operations, customer service, and the Product Manager (who executes Shopify changes.

CUSTOMER EXPERIENCE & SERVICE ASSURANCE:

• Conduct recurring audits of Customer Service interactions to ensure compliance with SOPs, service standards, and communication guidelines.

• Audit complaint handling, escalations, and service recovery to ensure SLA adherence and consistent execution.

• Review Customer Experience KPIs and identify trends, process gaps, and recurring customer pain points.

• Verify that customer feedback and Voice of Customer insights are accurately captured, categorized, and escalated for corrective action.

• Recommend process improvements that enhance service quality, reduce repeat complaints, and improve the overall customer experience.

Qualifications & Experience:

• 5+ years in e-commerce or retail operations, logistics, or operational quality and assurance, with at least 2 years leading process or QA work.

• Hands-on experience with last-mile and COD logistics in the Egyptian / MENA market: courier SLA management, RTO, and cash reconciliation.

• Proven track record building SOPs and running audits or control programs.

• Working knowledge of Shopify (or a similar platform) and ERP systems; Edara / Odoo experience an advantage.

• Strong data literacy — comfortable with Excel and BI dashboards (Power BI a plus); able to validate and interpret operational data.

• Bachelor's degree in engineering, business, supply chain, or a related field; Lean / Six Sigma or a quality certification is a plus.