Key Accountability Areas
Fulfillment Performance and Vendor Operations
Performance monitoring and improvement, review fulfillment performance daily, weekly, and monthly across replacement rate, Item Not Found (INF), Item Not Delivered (IND), order failure rate, and seamless orders. Identify trends and recurring issues, prioritize opportunities by customer and business impact, and drive corrective actions through to measurable improvement.
Item availability and order completeness, reduce Item Not Found (INF), Item Not Delivered (IND) by improving the accuracy and timeliness of vendor stock feeds and addressing gaps between ordered and delivered items and quantities, accounting for successful replacements. Identify recurring issues across products, stores, and chains, prioritize those with the greatest customer and business impact, and use available operational and technical tools to implement immediate mitigations and sustainable solutions.
Replacement optimization and GMV protection, improve successful replacements by assessing the end-to-end replacement journey, including the relevance of generated suggestions, customer response windows, configurations, and vendor execution. Identify and validate improvements that increase replacement acceptance, protect GMV, and meet customer needs.
Order failure reduction, analyze failure reasons across vendor, customer, and logistics ownership to identify root causes, trends, and recurring patterns. Drive actions within vendor operations and coordinate with the relevant teams on other causes, combining immediate recovery measures with long-term prevention.
Seamless orders and fulfillment quality, Increase seamless orders by investigating late, incomplete, incorrect, damaged, spilled, or otherwise unsatisfactory orders, including related refunds and compensation. Work with the responsible teams to address recurring causes and verify that corrective actions improve customer outcomes.
Incident resolution and technical improvements, act as the operational point of contact for vendor fulfillment issues. Assess impact, raise actionable incident tickets, coordinate immediate workarounds, and drive resolution with Product, Technology, and other relevant teams. Validate fixes and identify system or process improvements that prevent recurrence.
Governance and Resilience
Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner
Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement
Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions
Daily Operations
Follow daily operations relating to the job to ensure work continuity
Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards
Ensure the satisfaction of both internal and external by addressing their needs in a courteous and timely manner
QUALIFICATIONS/REQUIREMENTS
Knowledge and Experience
2+ years of experience in an operational role.
Strong vendor operational knowledge
Ability to document processes and guidelines.
Ability to work with large data and highlight key insights.
Ability to solve major issues efficiently, understand which issues require escalation, and propose documents/changes to mitigate.
Education and Certifications
Bachelor’s Degree in a relevant field is required