Job Description

The Operations Performance Lead acts as the execution owner and operational control tower for daily operations. This role ensures operational performance stays on track, risks are flagged early, and recurring issues are resolved structurally.

This is a senior but hands-on role responsible for driving operational performance, managing warehouse teams, and ensuring vendors meet service standards.

Key Responsibilities

Operational Performance Management

• Monitor daily outbound SLA performance

• Track backlog, aging orders, and activation status

• Identify operational risks early and coordinate with warehouse teams or vendors to resolve them

• Provide regular updates on key operational risks

Operational Escalation & Issue Resolution

• Act as the control tower for operational issues and escalations

• Assign PICs, track progress, and ensure issues are fully resolved

• Step in to stabilize operations during critical situations

Process Improvement & SOP Development

• Identify recurring operational issues and conduct root cause analysis

• Improve processes by building clear SOPs and decision flows

• Ensure operational teams follow updated standards

Warehouse Team Leadership

• Manage daily warehouse operations rhythm

• Set KPIs, coach team leads, and drive accountability

• Prepare operational structure to support future scale

Vendor Performance Management

• Track 3PL and vendor SLA performance

• Lead performance reviews and drive corrective actions when needed

Requirements

Experience

• 7–12 years in warehouse, logistics, or e-commerce operations

• Experience managing teams of 5+

• Experience in SLA-driven environments

• Comfortable handling operational escalations

Mindset

• Hands-on and execution-focused

• Structured problem solver

• Calm in high-pressure operational environments

• Strong follow-up and accountability

• Confident managing stakeholders and vendors