Seller Operations Team Lead

Build the Future of Retail with Dubai Mall Online

Dubai Mall is the world's most visited shopping destination — welcoming hundreds of millions of visitors every year and home to some of the most iconic global brands. Now, we're taking it online.

Dubai Mall Online is a first-of-its-kind digital platform bringing the scale and energy of Dubai Mall into a powerful digital experience — redefining how customers discover, shop, and receive premium retail.

The platform is being built through a long-term partnership between Emaar and noon, one of the world's leading technology and ecommerce companies. Powered by noon's world-class tech, logistics, and digital capabilities, Dubai Mall Online combines the strength of a global retail icon with the speed and ambition of a tech-led organization.

We're assembling the founding team behind this launch and looking for ambitious builders who want to create something truly new. If you thrive in fast-paced environments, enjoy solving complex problems, and want to help shape the future of retail at global scale — this is your moment.

Come help build the next chapter of an icon and redefine the future of retail.

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a (add title) who can help us move even faster.

noon's mission: Every door, every day.

Role Overview

We are seeking a Seller Operations Team Lead to support the execution of seller operations for Dubai Mall Online, with a focus on reverse operations, seller support, and operational quality management.

This role will be responsible for leading a frontline operations team handling seller-related issues, ensuring efficient resolution processes, maintaining operational compliance, and driving continuous improvement across seller support workflows.

As part of the founding operations team, this position will play an important role in establishing scalable operational practices while ensuring a high-quality seller experience from launch onward.

What you'll do

Team Leadership & Operations Execution

• Lead and supervise a team responsible for day-to-day seller operations activities.
• Coordinate workload distribution and ensure operational targets are met consistently.
• Provide coaching, guidance, and performance feedback to team members.
• Foster a collaborative, high-performance team culture aligned with operational goals.

Reverse Operations & Seller Issue Management

• Oversee reverse logistics processes to ensure efficiency, accuracy, and timely resolution of seller-related issues.
• Handle complex seller inquiries, disputes, and escalated operational cases.
• Maintain strong seller relationships through effective communication and problem resolution.
• Ensure adherence to operational policies and service standards.

Quality Assurance & Process Compliance

• Audit calls, tickets, and operational workflows to ensure compliance with SOPs and company policies.
• Identify recurring issues and implement corrective actions to improve operational quality.
• Maintain documentation and operational playbooks for consistent execution.

Performance Monitoring & Reporting

• Track and analyze KPIs such as turnaround time, resolution rates, and stakeholder feedback.
• Generate operational reports and performance insights to support decision-making.
• Drive continuous improvement initiatives based on operational data and trends.

Cross-Functional Collaboration

• Partner closely with commercial, logistics, customer service, and program management teams to resolve operational challenges.
• Support initiatives aimed at improving seller experience and operational efficiency.
• Coordinate cross-team efforts to streamline workflows and reduce issue recurrence.

Training & Capability Building

• Provide onboarding, training, and ongoing support to team members.
• Enhance team capability in reverse operations management and seller support processes.
• Share best practices and promote continuous learning within the team.

Ideal Candidate Profile

• Bachelor's degree in business, Operations, or a related field.
• Experience in ecommerce seller support, marketplace operations, or operational support environments.
• Proven experience managing or supervising operational teams.
• Strong analytical and reporting skills with ability to manage day-to-day operational performance.
• Experience using CRM tools such as Zendesk, Zoho, or similar platforms.
• Strong proficiency in MS Office (Excel, PowerPoint, Word).
• SQL knowledge is an advantage.

Who Will Excel

• Candidates who thrive in fast-paced, dynamic environments and demonstrate strong ownership and accountability.
• Problem solvers who take initiative and execute with a bias for action.
• Individuals who maintain high operational standards while managing complexity and scale.
• Team leaders who value candid communication, continuous improvement, and raising the performance bar.