ROLE SUMMARY E-Commerce Operations Associate (Nairobi Region) is responsible for leading fulfillment teams to ensure accurate, efficient, and timely processing of online orders, while overseeing inventory control, workflow coordination, performance management, and compliance with operational, quality, and safety standards. ROLE PROFILE Supervise and coordinate team leaders and fulfillment staff to ensure smooth daily e-commerce operations. Oversee end-to-end order fulfillment including picking, packing, labeling, and dispatch processes. Monitor team performance and productivity against set KPIs such as pick rate, on time handover & delivery. Coordinate workflow between store operations, logistics, and customer service teams to ensure timely order delivery. Enforce compliance with operational procedures, safety standards, and quality control requirements. Train, coach, and support team leaders and staff to improve efficiency and performance. Prepare operational reports and escalate issues related to delays, stock variances, or system errors to management. Ensure accuracy of the delivery quantities with implementation of QC audit as per defined control by loss prevention. REQUIREMENTS Bachelor’s degree in Supply Chain Management, Logistics, Business Administration, or a related field. 2 - 4 years experience in e-commerce fulfillment, warehouse operations, or retail . Proven supervisory or team leadership experience , with the ability to manage frontline teams in a high-volume setting. Strong understanding of inventory management principles, stock control, and warehouse processes (receiving, picking, packing, dispatch). Proficiency in Microsoft Excel and reporting tools, with the ability to analyze performance data and generate operational insights. Strong leadership, communication, and stakeholder coordination skills across operations, logistics, and customer service teams.