Operations Excellence & Delivery Manager - Dubai Mall

Build the Future of Retail with Dubai Mall Online

Dubai Mall is the world's most visited shopping destination - welcoming hundreds of millions of visitors every year and home to some of the most iconic global brands. Now, we're taking it online.

Dubai Mall Online is a first-of-its-kind digital platform bringing the scale and energy of Dubai Mall into a powerful digital experience - redefining how customers discover, shop, and receive premium retail.

The platform is being built through a long-term partnership between Emaar and noon, one of the world's leading technology and ecommerce companies. Powered by noon's world-class tech, logistics, and digital capabilities, Dubai Mall Online combines the strength of a global retail icon with the speed and ambition of a tech-led organization.

We're assembling the founding team behind this launch and looking for ambitious builders who want to create something truly new. If you thrive in fast-paced environments, enjoy solving complex problems, and want to help shape the future of retail at global scale - this is your moment.

Come help build the next chapter of an icon and redefine the future of retail.

About noon

Founded in the Middle East, noon is one of the world's leading digital commerce platforms, serving millions of customers across the UAE, Saudi Arabia, and Egypt.

Over the past decade, noon has built a world-class technology platform, last-mile logistics network, and operations engine powering multiple businesses - from ecommerce and quick commerce to food delivery, fintech, and digital services.

Today, noon operates some of the region's most recognizable consumer brands, including noon Minutes, and Supermall, delivering at scale with speed, innovation, and customer obsession at its core.

Joining noon means working in a high-ownership environment where small teams build big things, decisions move fast, and impact is visible. It's a place for builders who want to learn quickly, take responsibility early, and help shape the future of digital commerce in the region.

What you'll do

We are looking for a high-ownership Operations Excellence & Delivery Manager to run the operational control layer for our Dubai Mall consolidation center. This role does not manage logistics or fulfillment execution directly, but acts as the planning, orchestration, and quality control engine across all partner teams while managing some part of operations directly.

The role ensures a seamless end-to-end operational experience by coordinating with logistics, fulfillment, store operations, and mall stakeholders - while owning internal processes, workforce planning, training, onboarding, and operational standards inside the mall.

This is a hands-on role focused on operational excellence, execution discipline, and experience delivery.

Key Responsibilities Operational Planning & Control Tower

• Act as the central orchestration point between Dubai Mall operations and Noon logistics/fulfillment teams
• Align daily/weekly operational plans with logistics capacity and store demand
• Monitor throughput, SLAs, bottlenecks, and exception handling
• Run structured operational reviews and performance dashboards
• Own escalation management and rapid problem resolution

Mall Operations Management

• Manage day-to-day internal operations of the collection from stores
• Coordinate workforce flow (walkers, pickers, runners) across stores and facility
• Optimize movement of goods and manpower within the mall environment, implement automation (robotics) wherever it's feasible
• Ensure smooth interface between stores and consolidation hub
• Oversee operational readiness of equipment, devices, and systems

Workforce & Training

• Support onboarding and training of operational staff of the stores
• Define SOPs and operating standards for mall operations
• Run capability building and refresher training programs
• Ensure staffing coverage and shift discipline
• Improve productivity through workflow optimization

Experience & Quality Excellence

• Own operational experience KPIs (speed, accuracy, service quality)
• Identify process gaps and implement improvement initiatives
• Standardize operating procedures
• Drive continuous improvement culture
• Ensure consistency across shifts and teams

Cross-Functional Coordination

• Work closely with logistics, fulfillment, store teams, and mall stakeholders
• Align operational flows with external partners
• Support rollout of new initiatives or pilots
• Act as the operational bridge between central Noon teams and mall execution

Systems & Asset Control

• Manage operational devices (tabs, scanners, internal tools)
• Ensure uptime and correct usage
• Support rollout of process/system upgrades
• Maintain operational asset tracking and discipline

Qualifications & Experience

• 5-8 years experience in operations, process excellence, or delivery roles
• Strong execution mindset and structured problem-solving ability
• Experience managing multi-team coordination environments
• Comfortable with high-volume operational settings
• Strong data orientation and performance tracking
• Excellent communication and stakeholder management
• Experience in retail, logistics, or large-scale operations preferred

What Success Looks Like

• Smooth daily operations with minimal escalations
• High SLA adherence and throughput consistency
• Well-trained, disciplined workforce
• Clear operational dashboards and accountability
• Continuous process improvement
• Best-in-class mall operational experience