Team Lead - Ecommerce Operations

Role: Team Lead: Ecommerce Operations – Internal Marketplace

This is an on-site role in Dubai

Salary: Up to 10,000 AED

As the company significantly expands its Internal Marketplace and consignment business across UAE, Bahrain, Kuwait and Oman, the Ecommerce Operations function is evolving to support increased operational complexity, vendor coordination and marketplace scalability.

As Team Lead: Ecommerce Operations – Internal Marketplace, you will support operational continuity, vendor coordination, customer support liaison activities, payment tracking workflows and operational governance across Internal Marketplace operations.

You will work closely with Brand Portfolio Managers, vendors, Finance, warehouse teams and Customer Support to help ensure smooth and scalable marketplace operations across all supported channels.

Core Responsibilities & Weightages

1. Vendor Operations, Coordination & Marketplace Support — 25%

Support operational coordination activities across Internal Marketplace vendors and marketplaces operations.

Responsibilities include:

• Vendor communication and follow-up
• Supporting vendor onboarding coordination
• Coordinating stock and pricing updates
• Supporting promotion execution coordination
• Monitoring vendor operational responsiveness
• Supporting operational readiness for newly onboarded vendors
• Coordinating packaging material requirements where required
• Escalating recurring vendor operational issues proactively

The expectation is smooth vendor coordination and operational readiness across marketplace operations.

2. Customer Support Liaison Management — 20%

Serve as the primary ecommerce operations liaison between Ecommerce and Customer Support operations.

Responsibilities include:

• Coordinating customer support escalations
• Managing operational communication with the Customer Support team
• Monitoring marketplace-related customer complaints
• Supporting resolution of operational issues impacting customers
• Tracking recurring operational issues and escalation trends
• Coordinating with internal stakeholders to resolve escalations efficiently
• Supporting operational improvements related to customer experience

The expectation is proactive coordination and timely operational resolution support.

3. Vendor Payment & Invoice Management — 20%

Own operational coordination and tracking of vendor invoice processing and payment workflows.

Responsibilities include:

• Maintaining a centralized vendor invoice tracker
• Tracking invoice submissions and approvals
• Coordinating with Finance on payment processing
• Monitoring vendor payment SLAs
• Following up on pending or delayed payments
• Maintaining invoice documentation accuracy
• Monitoring vendor payment ageing visibility
• Escalating payment-related operational risks proactively

The expectation is operational accuracy, transparency and timely vendor payment coordination.

4. Marketplace Reporting & Operational Monitoring — 10%

Support operational reporting and marketplace monitoring activities.

Responsibilities include:

• Marketplace operational reporting
• Sales and order trend monitoring
• Vendor operational monitoring
• Delivery and fulfillment monitoring
• Operational issue tracking and reporting
• Returns and refunds operational reporting
• Supporting operational reconciliations where required

The expectation is accurate, timely and actionable operational visibility.

5. Returns, Refunds & Escalation Coordination — 10%

Support operational coordination of returns, refunds and customer escalation workflows.

Responsibilities include:

• Coordinating RMA and replacement cases
• Supporting vendor coordination for return cases
• Supporting refund follow-ups
• Monitoring return cycle timelines
• Escalating delayed or problematic cases
• Supporting operational resolution coordination with Customer Support and vendors

The expectation is efficient operational coordination and timely escalation handling.

6. Operational Continuity & Team Support — 10%

Support operational continuity across Internal Marketplace operations.

Responsibilities include:

• Supporting management operational execution activities where required
• Providing operational backup coverage during leave periods
• Supporting operational workload balancing during peak periods
• Coordinating with stakeholders to maintain operational continuity
• Supporting smooth day-to-day marketplace operational execution

The expectation is flexibility, collaboration and operational reliability.

7. Operational Improvement & Platform Migration Support — 5%

Support Internal Marketplace operational improvement and platform transition initiatives.

Responsibilities include:

• Supporting migration from Webkul to the new marketplace platform
• Identifying repetitive manual operational tasks
• Supporting SOP improvements
• Supporting operational automation initiatives
• Supporting marketplace operational scalability improvements