Manager E-Commerce Operations GCC

Experience:

• 4–6 years in E-Commerce operations, ideally in fashion, sportswear, or consumer goods.

• Fluency in E-Commerce best practices and technical environment.

• Must have experience in working with E-Commerce systems such as Salesforce Commerce Cloud, Magento or similar.

• Experience in project management through platform changes, upgrades, testing and integration of new technology, systems or service providers is a plus.

• Demonstrated success in driving process improvements and managing external development partners.

Capabilities:

• Strong analytical skills and data-driven decision-making.

• Fluency in English (spoken and written).

• Excellent written and verbal communication skills.

• Customer-centric mindset with a strong focus on user experience.

• Ability to prioritize and manage multiple projects in a fast-paced environment.

• Experience managing vendor relationships and cross-functional teams.

• Independent, self-motivated, and adaptable to changing priorities.

• High energy, initiative, and professionalism.

• Solid understanding of E-Commerce technology, payment processes, and retail metrics (e.g., margin, sell-through, demand curves).

Education:

• Bachelor’s degree

As Manager E-Commerce Operations, you will lead the operational engine of PUMA’s digital commerce business across various online channels. This role is ideal for a proactive, change-driven leader who thrives on identifying inefficiencies and driving continuous improvement. You will be responsible for ensuring seamless execution across fulfillment, payments, customer service, inventory synchronization, and order management - while constantly optimizing processes and collaborating with internal teams and external partners, including the web development agency, to support scalable growth and an exceptional customer experience.

Unified E-Commerce Operations

• Manage daily operations across PUMA.com and marketplace platforms, including order processing, payment handling, returns, and customer service.

• Ensure real-time stock synchronization across all digital channels to maintain availability and prevent overselling.

• Oversee the Order Management System (OMS) to ensure accurate order routing, inventory visibility, and timely fulfillment.

• Support operational setup between marketplace integrators and warehouse systems to ensure smooth order flow and fulfillment.

Process Optimization & Innovation

• Continuously analyze workflows, identify inefficiencies, and implement improvements across logistics, payments, OMS, and customer service.

• Collaborate closely with the web development agency to implement technical enhancements that improve operational efficiency and customer experience.

• Drive automation and scalability through system upgrades, integrations, and vendor collaboration.

• Live a culture of operational excellence and continuous improvement across the team and partners.

Cross-Functional Collaboration

• Work closely with warehousing, merchandising, IT, and finance teams to align operations with business goals.

• Manage external partners including 3PLs, PSPs, customer service vendors, marketplace platforms, and the web development agency to ensure high performance and accountability.

Customer Experience & Quality Assurance

• Resolve escalated customer issues (3rd level) with empathy and efficiency.

• Coordinate testing of new features and platform updates across devices and browsers, ensuring operational readiness and quality.

Performance Monitoring

• Develop and maintain dashboards to track KPIs such as order accuracy, on-time shipment, return rates, and customer satisfaction.

• Monitor OMS and warehouse performance to ensure timely and accurate order fulfillment.

• Use data insights to inform decision-making and drive operational improvements.