E-Commerce Operations Director
We are looking for a Dynamic and Highly Professional E-Commerce Operations Director.
The Ecommerce Operations Director will be responsible for leading and managing the full spectrum of ecommerce operations in the Kingdom of Saudi Arabia. This role requires a strong background in ecommerce, supply chain, logistics, and digital platforms, with a deep understanding of the Saudi market, local customer behavior, and compliance requirements. The Director will ensure operational excellence, seamless customer experiences, and scalable growth in alignment with Saudi Vision 2030 and the evolving digital economy.
Key Responsibilities
Operational Strategy & Leadership
Define and implement ecommerce operational strategies tailored for the Saudi market.
Lead daily operations across order management, warehousing, last-mile delivery, customer service, and returns.
Establish KPIs for operational efficiency, delivery times, customer satisfaction, and cost optimization.
Align operational processes with Saudi Vision 2030 initiatives and the growth of digital commerce.
Supply Chain, Fulfillment & Logistics
Build and manage relationships with local logistics providers, 3PLs, and last-mile delivery partners (e.g., Aramex, SMSA, Saudi Post/SPL).
Ensure fast and reliable delivery across all regions of KSA, including remote cities.
Oversee inventory management and demand planning to avoid overstocking/stockouts.
Drive cost efficiency in logistics while maintaining service quality.
Customer Experience (CX)
Ensure seamless customer journeys in line with Saudi consumer expectations, including fast delivery, easy returns, and secure payments.
Partner with Customer Service teams to deliver Arabic/English bilingual support.
Continuously monitor customer feedback (NPS, CSAT) to drive satisfaction and loyalty.
Regulatory & Compliance
Ensure compliance with Saudi ecommerce laws, data privacy regulations, and payment gateway requirements (SADAD, Mada, STC Pay, Apple Pay, etc.).
Oversee operational compliance with ZATCA (tax and invoicing) and customs regulations for cross-border ecommerce.
Maintain adherence to Saudization policies and workforce requirements.
Technology & Platforms
Oversee operations integration with ecommerce platforms (Shopify, Magento, Salesforce Commerce, or custom platforms).
Manage ERP, OMS, WMS, and CRM systems to ensure operational efficiency.
Collaborate with IT/digital teams to enable automation, AI-driven demand forecasting, and advanced reporting.
Team Leadership & Cross-Functional Collaboration
Lead and develop local operations teams (logistics, fulfillment, customer service, and systems support).
Collaborate with Marketing, Merchandising, Finance, and Product teams to ensure operational readiness for campaigns, promotions, and product launches.
Provide regular performance reports and insights to senior leadership.
Qualifications & Skills
Bachelor’s degree in Business, Supply Chain, Operations, or related field (MBA preferred).
10+ years of experience in ecommerce operations, logistics, or supply chain; at least 5 years in a leadership role.
Strong knowledge of the Saudi ecommerce ecosystem, local logistics challenges, and customer preferences.
Familiarity with Saudi fintech/payment systems (Mada, SADAD, STC Pay) and regulatory compliance (ZATCA).
Proven track record in scaling ecommerce operations in a fast-growth environment.
Bilingual (Arabic & English) preferred.
Strong analytical, negotiation, and leadership skills.
Key Competencies
Strategic and operational execution in high-growth environments.
Customer-centric mindset with deep cultural awareness of the Saudi consumer.
Strong financial and commercial acumen.
Ability to build and lead high-performing multicultural teams.
Continuous improvement and digital transformation orientation.
Reporting Structure
Reports to: Chief Operating Officer (COO)
Direct Reports: Operations Managers, Fulfillment & Logistics Leads, Customer Service Manager, Systems/Process Specialists
Please share your CV on liaqath@mqsala.com