Operations Manager - Ecommerce Fulfilment & Customer Service
Transactional
- Sydney
- Permanent / Full Time
Job Description
About the Role: Responsible for the end-to-end operations of the online store, ensuring a seamless post-purchase customer experience. This role oversees warehousing and fulfilment, customer service, freight and carrier performance, and returns management. The Operations Manager ensures orders are dispatched accurately and on time, service issues are resolved efficiently, and logistics partners meet performance standards while driving continuous improvement and cost-effective, customer-focused processes.
Key Responsibilities:
- Own and manage daily order fulfilment operations, ensuring timely dispatch, accuracy, and backlog control.
- Oversee warehouse/3PL performance, maintaining service levels, inventory integrity, and operational compliance.
- Manage freight and carrier relationships, driving performance across delivery times, cost, and issue resolution.
- Lead customer service operations, improving response times, resolution efficiency, and overall customer satisfaction.
- Take ownership of returns and reverse logistics, optimising processes for cost, speed, and customer experience.
- Collaborate cross-functionally to support campaigns, forecasting, and operational readiness for peak periods.
- Drive continuous improvement through reporting, process optimisation, and removal of recurring operational issues.
What You Bring:
- 3+ years’ experience in operations, logistics, fulfilment or customer service, ideally within eCommerce or retail.
- Proven ability to manage carriers, warehouses, 3PLs or external service providers.
- Strong understanding of post-purchase operations, including delivery issues, escalations and returns.
- Demonstrated success improving service levels and operational efficiency through process optimisation and reporting.
- Comfortable using operational systems, carrier platforms and data to drive decisions.
- Highly organised, resilient under pressure, with strong problem-solving skills and a customer-first mindset.
- Relevant qualifications or practical experience in logistics, supply chain or business operations (with exposure to WMS/OMS/ERP and continuous improvement considered a plus).
If you’re looking for a stable role within a growing business where your work is valued and your career can progress - this is an opportunity worth exploring.
