Sr. Manager Ecom Post Order Operations EM

Purpose & Overall Relevance for the Organization

eCommerce Post-Order Operations sits at the core of our online business operations. With thousands of orders fulfilled and returned across Emerging Markets, delivering a seamless, reliable, and efficient experience is critical to meeting growing consumer expectations and creating moments that matter.

The Senior Manager Post-Order Operations will lead the Post-Order Operations team across Emerging Markets, ensuring that operational execution across outbound and inbound journeys maintains the highest standards of reliability and efficiency. This role drives operational excellence across order fulfillment, delivery, tracking, exceptions, returns, and reverse logistics, while continuously identifying opportunities to elevate consumer experience and operational efficiency.

A key responsibility is identifying, evaluating, and enabling new fulfillment capabilities based on consumer needs, business requirements, and market innovations. You will collaborate closely with diverse internal and external stakeholders, uniting technical system knowledge, consumer insights, process thinking, and structured communication.

Key Responsibilities

1. Lead Post-Order Operational Excellence

• Own end-to-end Post-Order Operations across Emerging Markets, encompassing order fulfillment, delivery, tracking, delivery exceptions, cancellations, returns, reverse logistics, and refund process governance.

• Ensure reliable and efficient execution of outbound and inbound workflows by establishing clear operational standards, SLAs, governance mechanisms, and performance routines.

• Continuously monitor operational performance, proactively identifying risks, issues, and continuous improvement opportunities.

• Drive enhancement across key operational metrics, including OTIF Delivery, delivery reliability, Rev-to-net, cancellations, delivery exceptions, returns, and refund turnaround times.

• Ensure effective operational readiness and execution during peak trading periods, major commercial campaigns, and high-volume events.

• Identify root causes of operational challenges and implement sustainable corrective solutions in partnership with key stakeholders.

• Partner with the eCommerce Planning and SCM teams to align warehouse and carrier processing capacity during both business-as-usual (BAU) and peak periods.

2. Drive New Delivery & Fulfillment Capabilities

• Identify and enable new delivery and fulfillment capabilities across Emerging Markets aligned with consumer expectations, business goals, market trends, and industry innovations (including business case definition, planning, execution, and sustainment).

• Act as the regional subject matter expert for system enhancements, carrier services, delivery capabilities, Partner Program services, and future fulfillment channels.

• Partner with Supply Chain and eCommerce Cluster teams to assess operational feasibility and establish sustainable operating models for new capabilities.

• Serve as the operational business point of contact for new carrier integrations and fulfillment capabilities.

3. Cross-Functional Governance & Stakeholder Management

• Establish effective regional governance to provide transparent, audience-tailored visibility into delivery performance, operational milestones, and risk mitigation.

• Collaborate closely with SCM and Warehouse teams to influence fulfillment and carrier performance, ensuring agreed service levels are met.

• Partner with Customer Service to identify recurring post-order friction points and optimize processes for faster, more effective consumer issue resolution.

• Collaborate with eCommerce Platform Operations, CS, CX, Planning, Analytics, Service Management, and Partner Program teams to deliver end-to-end operational improvements.

4. Data, Systems & Operational Performance Management

• Utilize OmniHub, Kibana, and operational analytics tools to monitor order backlogs, track exceptions, evaluate performance, and conduct root-cause analysis.

• Develop and maintain clear operational dashboards, reports, and structured governance routines.

• Partner with Digital Innovation and Product/Technology teams to translate operational requirements into scalable system and platform enhancements.

• Modernize Post-Order Operations through simplification, automation, data insights, and AI-enabled capabilities.

• Explore AI-driven opportunities across exception management, operational insights, predictive issue identification, workflow automation, and decision support.

5. People Management & Leadership

• Lead, mentor, and develop a high-performing team of Post-Order Operations professionals.

• Establish clear objectives, shared accountability, and transparent performance expectations across the team.

• Foster a culture of ownership, collaboration, continuous improvement, and consumer-centric decision-making.

• Provide steady, supportive leadership during high-volume trading moments and dynamic operational conditions.

Key Relationships

• Cluster & Hub SCM, Logistics, and Warehouse Teams

• Emerging Markets eCommerce Platform Operations, CS, Planning, CX, Analytics, and Partner Program

• Cluster eCommerce Leads and Teams

• IT Service Management Teams

• Digital Innovation and Programs Teams

• Global eCommerce & Digital Product Teams

Knowledge, Skills, and Abilities

• In-depth understanding of the end-to-end eCommerce journey from click to delivery, including returns and reverse logistics.

• Strong knowledge of eCommerce post-order operations, fulfillment workflows, and supporting technology architectures (OMS, WMS, TMS, and carrier platforms).

• Robust project management capabilities, including roadmap development, business requirements definition, milestone tracking, and operational handover.

• Strong understanding of processes at the intersection of business operations and IT systems.

• Proven ability to influence cross-functional stakeholders and drive outcomes collaboratively across a matrix organization.

• A star in prioritization based on consumer, business, and operational impact, combining detail orientation with an action-focused mindset.

• Demonstrated vendor management experience within eCommerce fulfillment.

• Strong problem-solving and analytical capabilities to monitor performance metrics and extract actionable consumer insights.

• Highly developed interpersonal and communication skills (written and verbal) to engage effectively across organizational levels.

• High adaptability in navigating evolving business processes, priorities, and partner ecosystems under tight timelines.

Requisite Education and Experience / Minimum Qualifications

• 10+ years of overall professional experience, including 7+ years in eCommerce or Supply Chain Management (with preferred focus in eCommerce Fulfillment).

• Demonstrated experience delivering carrier/delivery service integrations and fulfillment capability rollouts.

• Extensive working experience with Microsoft Excel, Order Management Systems (OMS), Warehouse Management Systems (WMS), and Transportation Management Systems (TMS).

• Proven experience driving process optimization, workflow automation, and technology-enabled operational transformation.

• Familiarity with practical AI applications within eCommerce operations is highly desirable.

• University degree in Business Administration, Supply Chain, Logistics, Information Technology, Engineering, or equivalent practical experience.