Team Lead, Fulfillment Operations
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Key skills for this role
About the Role
noon is seeking a proactive Team Lead, Fulfillment Operations to oversee daily fulfillment activities for the Dubai Mall Online project. The role involves leading a team of Delivery Concierges, managing order pickups, consolidation, dispatch, and last-mile delivery to ensure exceptional customer experience.
Key Skills for This Role
Responsibilities
- Lead day to day execution of order fulfillment activities throughout each shift
- Manage live order queue, ensuring timely allocation of pickups and deliveries across the Delivery Concierge team
- Coordinate daily dispatch activities, including driver allocation, route planning, and shift briefings
- Ensure all customer deliveries meet established service level agreements (SLAs) for same day and next day delivery
- Monitor operational performance throughout the shift, proactively identifying and resolving delivery delays, failed deliveries, address issues, or other service disruptions
- Escalate critical operational issues to the Fulfillment Supervisor where required
- Coordinate timely order collection from luxury and premium retail partners across Dubai Mall
- Ensure orders are accurately picked up, verified, and transferred through the fulfillment process
- Work closely with store teams and Seller Operations to ensure pickup readiness and resolve operational exceptions
- Lead, coach, and motivate a team of Delivery Concierges during each shift
- Allocate daily workloads and monitor team productivity
- Manage attendance, shift scheduling, breaks, and adherence to operational standards
Requirements
- 5+ years of experience in fulfillment, last mile delivery, logistics, warehouse operations, or supply chain
- Minimum 1 2 years of experience leading operational teams in a Team Leader, Shift Leader, or similar supervisory capacity
- Experience within e commerce, quick commerce, retail logistics, hyperlocal delivery, or dark store operations is highly preferred
- Strong experience managing delivery operations, dispatch activities, and driver coordination
- Comfortable leading frontline operational teams in a fast paced, customer focused environment
- Strong problem solving skills with the ability to make quick operational decisions
- Experience working with Warehouse Management Systems (WMS), handheld scanners, or operational technology is advantageous
- Strong organizational and communication skills with the ability to collaborate across multiple stakeholders
- Basic reporting and operational analysis skills using Excel or similar tools
- Flexibility to work rotating shifts, weekends, and peak trading periods
- Previous UAE experience is preferred
Full Job Posting
About the Role
- noon is building an ecosystem of digital products and services across the Middle East.
- The Dubai Mall Online is the official digital platform of Dubai Mall, bringing together iconic retail brands.
- We are looking for a proactive and hands on Team Leader, Fulfillment Operations to oversee day to day execution of fulfillment activities for the Dubai Mall Online project.
Fulfillment & Delivery Operations
- Lead the day to day execution of order fulfillment activities throughout each shift.
- Manage the live order queue, ensuring timely allocation of pickups and deliveries across the Delivery Concierge team.
- Coordinate daily dispatch activities, including driver allocation, route planning, and shift briefings.
- Ensure all customer deliveries meet established service level agreements (SLAs) for same day and next day delivery.
- Monitor operational performance throughout the shift, proactively identifying and resolving delivery delays, failed deliveries, address issues, or other service disruptions.
- Escalate critical operational issues to the Fulfillment Supervisor where required.
Store Pickup & Order Consolidation
- Coordinate timely order collection from luxury and premium retail partners across Dubai Mall.
- Ensure orders are accurately picked up, verified, and transferred through the fulfillment process.
- Work closely with store teams and Seller Operations to ensure pickup readiness and resolve operational exceptions.
- Maintain high levels of order accuracy throughout the fulfillment journey.
Team Leadership
- Lead, coach, and motivate a team of Delivery Concierges during each shift.
- Allocate daily workloads and monitor team productivity.
- Manage attendance, shift scheduling, breaks, and adherence to operational standards.
- Provide ongoing coaching to improve efficiency, quality, and customer service.
- Identify performance concerns and development opportunities, escalating where appropriate.
Operational Performance & Reporting
- Monitor and drive shift performance against key operational KPIs.
- Track metrics including on time delivery, order accuracy, failed deliveries, productivity, and operational efficiency.
- Complete end of shift reports, operational summaries, and handover notes.
- Maintain accurate records of operational incidents and support continuous process improvements.
Future Warehouse Operations
- As Dubai Mall Online expands, this role will progressively support warehouse and Consolidation Centre operations.
- Inbound receiving and inventory handling.
- Order consolidation and put away activities.
- Cycle counts and inventory accuracy.
- Returns processing.
- Supporting day to day warehouse floor operations alongside delivery activities.
What You'll Need
- 5+ years of experience in fulfillment, last mile delivery, logistics, warehouse operations, or supply chain.
- Minimum 1 2 years of experience leading operational teams in a Team Leader, Shift Leader, or similar supervisory capacity.
- Experience within e commerce, quick commerce, retail logistics, hyperlocal delivery, or dark store operations is highly preferred.
- Strong experience managing delivery operations, dispatch activities, and driver coordination.
- Comfortable leading frontline operational teams in a fast paced, customer focused environment.
- Strong problem solving skills with the ability to make quick operational decisions.
- Experience working with Warehouse Management Systems (WMS), handheld scanners, or operational technology is advantageous.
- Strong organizational and communication skills with the ability to collaborate across multiple stakeholders.
- Basic reporting and operational analysis skills using Excel or similar tools.
- Flexibility to work rotating shifts, weekends, and peak trading periods.
- Previous UAE experience is preferred.
Who Will Excel?
- We’re looking for people with high standards, who understand that hard work matters.
- You need to be relentlessly resourceful and operate with a deep bias for action.
- We need people with the courage to be fiercely original.
- noon is not for everyone; readiness to adapt, pivot, and learn is essential.
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