Team Lead, Fulfillment Operations

Job Title: Team Lead, Fulfillment Operations

Location: Dubai, United Arab Emirates

Reporting to: Fulfillment Supervisor

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 an Account Manager who can help us move even faster.

noon's mission: Every door, every day

About Dubai Mall

The Dubai Mall Online is the official digital platform of Dubai Mall, bringing together the mall's iconic retail brands into a single online shopping destination. Powered by best-in-class e-commerce technology, logistics, and customer experience capabilities, the platform enables customers to discover, shop, and receive products from multiple Dubai Mall retailers through a seamless digital journey.

Joining The Dubai Mall Online offers a unique opportunity to help build and scale a high-growth business from the ground up, working alongside some of the world's most recognized brands while shaping the future of omnichannel retail in the GCC.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. We are looking for a proactive and hands-on Team Leader, Fulfillment Operations to oversee the day-to-day execution of fulfillment activities for the Dubai Mall Online project.

This role is responsible for ensuring the smooth operation of order pickups, consolidation, dispatch, and last-mile delivery while leading a team of Delivery Concierges on shift. As a floor-based operational leader, you will be responsible for driving execution, maintaining service levels, resolving operational issues in real time, and ensuring an exceptional customer experience.

As the business continues to scale, this role will evolve to include oversight of the Consolidation Centre and warehouse operations, providing an exciting opportunity to grow within a rapidly expanding fulfilment network.

Fulfillment & Delivery Operations

• Lead the day-to-day execution of order fulfillment activities throughout each shift.
• Manage the live order queue, ensuring timely allocation of pickups and deliveries across the Delivery Concierge team.
• Coordinate daily dispatch activities, including driver allocation, route planning, and shift briefings.
• Ensure all customer deliveries meet established service level agreements (SLAs) for same-day and next-day delivery.
• Monitor operational performance throughout the shift, proactively identifying and resolving delivery delays, failed deliveries, address issues, or other service disruptions.
• Escalate critical operational issues to the Fulfillment Supervisor where required.

Store Pickup & Order Consolidation

• Coordinate timely order collection from luxury and premium retail partners across Dubai Mall.
• Ensure orders are accurately picked up, verified, and transferred through the fulfillment process.
• Work closely with store teams and Seller Operations to ensure pickup readiness and resolve operational exceptions.
• Maintain high levels of order accuracy throughout the fulfillment journey.

Team Leadership

• Lead, coach, and motivate a team of Delivery Concierges during each shift.
• Allocate daily workloads and monitor team productivity.
• Manage attendance, shift scheduling, breaks, and adherence to operational standards.
• Provide ongoing coaching to improve efficiency, quality, and customer service.
• Identify performance concerns and development opportunities, escalating where appropriate.

Operational Performance & Reporting

• Monitor and drive shift performance against key operational KPIs.
• Track metrics including on-time delivery, order accuracy, failed deliveries, productivity, and operational efficiency.
• Complete end-of-shift reports, operational summaries, and handover notes.
• Maintain accurate records of operational incidents and support continuous process improvements.

Future Warehouse Operations

As Dubai Mall Online continues to expand, this role will progressively support warehouse and Consolidation Centre operations, including:

• Inbound receiving and inventory handling.
• Order consolidation and put-away activities.
• Cycle counts and inventory accuracy.
• Returns processing.
• Supporting day-to-day warehouse floor operations alongside delivery activities.

What you'll need:

• 5+ years of experience in fulfillment, last-mile delivery, logistics, warehouse operations, or supply chain.
• Minimum 1–2 years of experience leading operational teams in a Team Leader, Shift Leader, or similar supervisory capacity.
• Experience within e-commerce, quick commerce, retail logistics, hyperlocal delivery, or dark store operations is highly preferred.
• Strong experience managing delivery operations, dispatch activities, and driver coordination.
• Comfortable leading frontline operational teams in a fast-paced, customer-focused environment.
• Strong problem-solving skills with the ability to make quick operational decisions.
• Experience working with Warehouse Management Systems (WMS), handheld scanners, or operational technology is advantageous.
• Strong organizational and communication skills with the ability to collaborate across multiple stakeholders.
• Basic reporting and operational analysis skills using Excel or similar tools.
• Flexibility to work rotating shifts, weekends, and peak trading periods.
• Previous UAE experience is preferred.

Who will excel

• We're looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.