Operations Manager – Fulfillment Experience

About the role

Keeta is looking for an Operations Manager to own the end‑to‑end fulfillment experience across order placement, merchant acceptance, preparation, delivery and after‑sales. You will shape the operational backbone of a fast‑growing global delivery platform, driving continuous improvement and data‑driven optimisation.

Key responsibilities

• Manage the full fulfillment lifecycle, establishing KPI monitoring systems and driving optimisation at every touchpoint.
• Develop and iterate pricing strategies based on fulfillment costs, market dynamics and merchant needs.
• Design training and assessment frameworks, including content, evaluation criteria, performance management and incentive mechanisms.
• Conduct regular store visits to identify bottlenecks and implement process improvements.
• Maintain core KPI dashboards (order cancellation, on‑time, completion, refund, satisfaction) and lead rapid, closed‑loop resolution of anomalies.
• Collaborate with Customer Service and Delivery teams to enhance timeliness, efficiency and overall user experience.

Required profile

• Bachelor’s degree or higher.
• 3+ years of operational experience in delivery, e‑commerce, local services or related fields.
• Proven ability to build operational systems from scratch (training programmes, performance frameworks, pricing models).
• Strong data‑analysis mindset with solid understanding of fulfillment metrics.
• Fluent English for independent communication with merchants, frontline teams and cross‑functional stakeholders.
• High execution speed and adaptability in fast‑paced, early‑stage environments; willingness to work on‑site and solve problems hands‑on.

Required skills

What we offer

• Full ownership of the fulfillment experience in a new market from day one.
• Opportunity to work at the intersection of operations, data and strategy in a high‑growth setting.
• Direct exposure to cross‑functional leadership and autonomy to build scalable systems.