Operations Performance Lead

Role Overview

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

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