Senior Operations Specialist – eCommerce

About the role

The Senior Operations Specialist will ensure Tallah Beauty provides a best‑in‑class post‑purchase experience. You will manage order fulfillment, delivery performance, inventory coordination, returns and drive operational excellence across the e‑commerce workflow.

Key responsibilities

• Oversee daily order processing and fulfillment flow from Shopify through picking, packing and dispatch.
• Ensure orders meet SLA targets such as same‑day or next‑day dispatch where applicable.
• Coordinate with couriers to improve delivery success, reduce delays and resolve escalations.
• Track and reduce failed deliveries and Return‑to‑Origin (RTO) incidents.
• Maintain stock accuracy between Shopify and the warehouse through cycle counts, adjustments and reconciliations.
• Monitor fast‑moving SKUs, campaign items and low‑stock alerts, aligning with procurement.
• Manage batch and expiry handling (FEFO) for cosmetics.
• Own returns and exchange processes, setting clear timelines and communicating with customers.
• Reduce return rates caused by operational issues such as wrong items, damage or delays.
• Collaborate with Customer Service to resolve escalations quickly and prevent repeat issues.
• Develop and maintain SOPs for fulfillment, packing standards, courier handover and return checks.
• Lead root‑cause analyses for delays, damages and stock discrepancies and implement corrective actions.
• Create dashboards and weekly operational reports with performance metrics and action plans.
• Work with Marketing on campaign readiness, inventory, bundles, gifts and shipping promises.
• Partner with Finance for COD reconciliation, courier invoicing and refunds.
• Support Customer Support with accurate ETAs and operational updates.

Required profile

• 3–6+ years of experience in e‑commerce operations, logistics or retail operations.
• Strong operational ownership with the ability to execute under pressure.
• Excellent communication and problem‑solving skills with attention to detail.
• Proven ability to work cross‑functionally with teams such as Customer Service, Marketing and Finance.

Required skills

• Advanced Excel or Google Sheets for data analysis and dashboard creation.
• Hands‑on experience with Shopify order, fulfillment, refund and inventory workflows.
• Experience managing courier relationships, SLAs and warehouse performance.