Team Lead, Fulfillment Operations

About the Role and Company

Join noon, a leading digital ecosystem in the Middle East, dedicated to daily doorstep delivery powered by fast, scalable, and customer-focused technology. This opportunity involves working with The Dubai Mall Online — the official digital platform uniting premium retailers within Dubai Mall, enabling customers to shop seamlessly from multiple brands through an advanced e-commerce and logistics setup.

As a Team Lead of Fulfillment Operations, you will oversee and drive the daily operational execution for order fulfillment, focusing on maintaining smooth order pickups, consolidation, dispatch processes, and last-mile delivery, ensuring an outstanding customer experience.

Key Responsibilities

• Direct daily fulfillment activities throughout shifts to guarantee effective order processing and delivery.
• Manage the live order queue to ensure timely assignment of pickups and deliveries handled by your team of Delivery Concierges.
• Oversee dispatch routines including driver allocation, route optimization, and conducting shift briefings.
• Ensure adherence to service level agreements for same-day and next-day deliveries.
• Monitor real-time operational performance to quickly identify and resolve any delays, delivery failures, or address issues.
• Escalate significant operational challenges to the Fulfillment Supervisor as needed.
• Coordinate prompt order pickups from luxury and premium retailers within Dubai Mall while verifying order accuracy through the fulfillment stages.
• Liaise with store teams and Seller Operations to ensure readiness and manage exceptions.
• Lead, motivate, and coach the Delivery Concierge team, managing scheduling, workloads, attendance, and operational compliance.
• Apply continuous coaching to enhance team efficiency, quality, and customer service levels.
• Track and drive shift performance against KPIs such as on-time delivery rates, order accuracy, failed deliveries, productivity, and efficiency.
• Compile and maintain detailed operational reports, including shift summaries, incident records, and handover notes.
• Support the evolution of role encompassing warehouse and Consolidation Centre operations, including inbound receiving, inventory management, order consolidation, cycle counting, returns processing, and day-to-day warehouse activities.

Candidate Requirements

• At least 5 years of experience in delivery fulfillment, logistics, warehouse, or supply chain operations.
• 1 to 2 years in supervisory roles such as Team Lead or Shift Leader managing operational teams.
• Preferred background in e-commerce, quick commerce, retail logistics, hyperlocal delivery, or dark store environments.
• Strong capabilities in managing delivery and dispatch operations including driver coordination.
• Proven ability to lead frontline teams in dynamic, customer-centric settings.
• Excellent problem-solving skills enabling fast, effective operational decisions.
• Familiarity with Warehouse Management Systems, handheld scanning devices, or other logistics technology is an advantage.
• Strong organizational skills complemented by good communication and stakeholder collaboration.
• Basic data reporting and operational analytics skills using Excel or similar software.
• Flexibility to work various shifts including weekends and busy periods.
• Experience working in the UAE is beneficial.

Ideal Candidate Profile

• Highly driven and quality-conscious with a strong work ethic.
• Resourceful with a proactive approach and a decisive mindset.
• Innovative with the courage to propose original ideas.
• Adaptable and eager to continuously learn and pivot as needed in a fast-changing environment.