Operations Excellence Lead

Responsibilities

• Lead end-to-end continuous improvement initiatives using Lean, Six Sigma, Kaizen, or similar methodologies to reduce cost, cycle time, and defects while improving throughput and customer satisfaction.
• Design, map and optimise core operational processes across fulfilment, returns, customer service, and supplier operations to ensure scalable and resilient operations.
• Run root cause analysis (e.g., 5 Whys, Fishbone) and implement corrective actions, tracking effectiveness through clear KPIs and control plans.
• Translate strategic priorities into a roadmap of operational improvement programmes, setting clear milestones, benefits realisation targets and governance.
• Project-manage cross-functional change initiatives, ensuring timely delivery, stakeholder alignment and robust handover to business-as-usual teams.
• Partner with Technology and Data teams to identify automation, tool enhancements and integrations that reduce manual effort and improve data accuracy.
• Define, implement and maintain operational dashboards and standardised reporting to surface trends, risks and opportunities to senior stakeholders.
• Develop and monitor leading and lagging KPIs (productivity, quality, on-time delivery, cost per unit, first contact resolution) and use data to drive decisions and prioritise interventions.
• Conduct regular performance reviews with business teams, presenting actionable insights and tracking delivery of improvement actions.
• Coach and develop operational teams in continuous improvement techniques, operational problem solving and data-driven decision making.
• Promote a culture of accountability, experimentation and measurable improvements across operations.

Requirements

• 5+ years' experience in operations, continuous improvement or transformation roles, ideally within retail, eCommerce, logistics or customer service environments.
• Practical experience of Lean, Six Sigma or equivalent methodologies; Black Belt or similar accreditation is advantageous but not essential.
• Strong analytical skills with experience using data and business intelligence tools (e.g., Tableau, Power BI, SQL) to measure performance and guide interventions.
• Proven track record of leading cross-functional projects, influencing senior stakeholders and delivering measurable operational improvements.
• Excellent communication and coaching skills, with the ability to translate complex problems into clear, actionable plans.
• Comfortable working in fast-paced, ambiguous environments and able to balance short-term fixes with long-term capability building.

Preferred Qualifications

• Experience with Lean, Six Sigma, or similar methodologies.
• Familiarity with operational metrics and KPIs.
• Strong project management skills.
• Experience with data analysis and visualisation tools.

Benefits

• Opportunities for professional development
• Exposure to strategic programmes
• Supportive environment that values innovation and continuous learning

About the Company

Ounass is a leading e-commerce platform in the UAE, offering a wide range of products and services to customers across the region. The company is committed to providing an exceptional shopping experience and is dedicated to continuous improvement and innovation.