Assistant Last Miles Operation Manager

About the role

We are looking for an Assistant Last Miles Operation Manager to oversee end‑to‑end eCommerce operations, ensuring a smooth customer journey from inquiry through order fulfillment, delivery and after‑sales support. The role leads both Customer Service and Last Mile Operations teams to meet operational KPIs and continuously improve efficiency.

Key responsibilities

• Lead daily activities of Customer Service and Last Mile Operations, managing multi‑channel support and timely resolution of inquiries, complaints, returns and after‑sales issues.
• Drive chat commerce performance by enhancing customer engagement and sales conversion.
• Coordinate with seller brands and 3PL partners to guarantee accurate order processing, dispatch and on‑time delivery.
• Monitor and report on KPIs such as CSAT, First Response Time, Resolution Time, Fulfillment SLA, Delivery SLA and BOB Sales.
• Identify operational bottlenecks, implement process improvements and ensure compliance with SOPs and service quality standards.
• Prepare daily, weekly and monthly operational reports and provide actionable recommendations.
• Coach, mentor and develop team members while collaborating with Commercial, Marketing, Finance and Logistics stakeholders.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics or related field.
• 4–6 years of eCommerce operations, logistics or customer service experience, including at least 3 years in a supervisory or leadership role.
• Hands‑on experience managing Customer Service, Order Fulfillment and 3PL operations.
• Strong analytical mindset with proven ability to work with data and drive operational excellence.

Required skills

• Shopify and other eCommerce/Order Management systems.
• Advanced Excel and Google Sheets.
• Dashboard tools, preferably Looker Studio.