As Operations Specialist for Morocco & Nigeria, you will be a core execution partner to the Operations leadership, owning day-to-day operational performance across two high-growth markets. You will ensure operational excellence across order fulfillment, customer service, logistics, and stock flows, while driving continuous improvements to support rapid scale.
This is a hands-on, high-ownership role, ideal for a sharp operator who thrives in fast-moving e-commerce environments and enjoys building structure across complexity.
What You'll Own
Operational Excellence
- Lead and optimize daily operations across orders, deliveries, customer care, returns, and exchanges for Morocco & Nigeria.
- Ensure smooth end-to-end order flows from Shopify through last-mile delivery.
- Track stock availability, replenishments, and inbound shipments directly in Shopify.
Customer Service Leadership
- Manage and support customer service teams, ensuring high response quality, efficient ticket resolution, and continuous skill development.
- Monitor ticket volumes, SLAs, escalation handling, and training needs.
Logistics & Fulfilment Coordination
- Act as the primary liaison with logistics and last-mile partners, managing shipment tracking, delivery performance, COD handling, and escalations.
- Resolve operational exceptions: failed deliveries, returns, size exchanges, and special cases.
Process Improvement & Scaling
- Identify operational bottlenecks, analyze root causes, and propose data-driven improvements.
- Partner with the Head of Ops to implement better tools, workflows, and SOPs.
- Ensure alignment across Tech, Marketing, Product, Importation, and Fulfilment teams.
Who You Are
- 23+ years of experience in e-commerce operations, ideally within a leading online retailer, marketplace, or digital brand.
- Strong working knowledge of Shopify, including order flows, product catalogs, inventory, and returns.
- Solid understanding of e-commerce fundamentals: logistics, customer support, stock flows, and COD processes.
- Highly detail-oriented and analytical, with the ability to track performance and turn insights into action.
- Comfortable working independently while collaborating across multiple functions.
- Fluent in French and English (written and spoken).
Why Join Us
- A critical role in a fast-growing pan-African e-commerce company.
- Real ownership and autonomy over core operational workflows.
- High visibility and close collaboration with senior leadership.
- Direct cross-country impact across two strategic markets.
- A modern, entrepreneurial culture with ambitious growth plans.
