Role overview

The Senior Operations Associate – Shops will lead marketplace performance across the UAE and Jordan, managing the end-to-end operations of the Shops platform. This role combines partner accountability, strategic improvement initiatives, and hands-on picking operations management to drive customer experience and business metrics.

Key responsibilities

Own the complete performance scorecard for Shops partners across UAE and Jordan, tracking order acceptance rates, preparation time, accuracy, cancellations, and customer contact metrics
Develop strategic initiatives to address performance gaps and GMV leakage, leading efforts from pilot phase through regional expansion
Manage picking operations within partner stores, including productivity standards, training programs, and process design for daily execution
Build and maintain last-mile unit economics for each partner cohort in collaboration with Captain Operations teams
Conduct quarterly and monthly business reviews with major accounts using cohort-level data to guide investment decisions
Plan peak-season readiness for Ramadan and Dubai Shopping Festival, including demand forecasting and staff surge planning

Requirements

1-3 years of operations experience in quick-commerce, last-mile logistics, or retail/e-commerce marketplaces, with minimum 2 years managing teams and external partners
Direct experience with frontline or in-store operations such as picking, warehousing, or fulfillment
Strong data skills including Excel, SQL, and business intelligence tools with sound judgment for data interpretation
Willingness to travel regularly between the UAE and Jordan
Fluent English; Arabic proficiency preferred