E-Commerce Team Lead

Job Summary

We are seeking an experienced and results-driven E-Commerce Team Lead to oversee and grow our e-commerce logistics operations.

The successful candidate will manage key online merchants, coordinate order fulfillment, drive service efficiency, and lead a team responsible for end-to-end e-commerce delivery operations.

Key Responsibilities

Lead and supervise the e-commerce operations team to ensure timely order processing and delivery.

Manage relationships with e-commerce merchants and key accounts.

Coordinate order pickup, sorting, last-mile delivery, and returns management.

Monitor daily shipment volumes, SLAs, and performance metrics.

Resolve escalations relating to delayed deliveries, failed shipments, and customer complaints.

Collaborate with Sales, Operations, Billing, and Technology teams to improve service efficiency.

Prepare operational reports and performance dashboards.

Train and mentor team members on processes and service standards.

Key Performance Indicators (KPIs)

Order fulfillment turnaround time.

Delivery success rate.

SLA compliance.

Customer Satisfaction score (CSAT).

Return and failed delivery rate.

Revenue growth from e-commerce accounts.

Team productivity and efficiency.

Requirements

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

4 – 6 years’ experience in e-commerce or logistics operations, with at least 2 years in a leadership role.

Strong understanding of last-mile logistics and e-commerce fulfillment processes.

Excellent leadership, communication, and problem-solving skills.

Proficiency in MS Excel and logistics management systems.