Chief of Staff - Ecommerce Operations at Skynet Worldwide Express

Purpose of the Role

• To act as the Director's strategic and operational representative, ensuring seamless coordination across all e-commerce functions, including last-mile delivery, fulfillment, customer experience, and technology-enabled logistics. Day-to-day responsibilities include coordinating strategic projects, monitoring key performance metrics, identifying operational bottlenecks, and executing process improvements to support growth and service quality.

Key Responsibilities

Cross-Functional Coordination

• Coordinate activities among Customer Service, Quality Control, Customs Clearance, Warehousing, Logistics, Last-Mile Delivery, and Technology teams.
• Ensure all departments are working toward common business objectives.
• Facilitate communication between departments and resolve operational bottlenecks.

Executive Support

• Serve as the primary operational liaison for the Director.
• Manage and follow up on action items arising from management meetings.
• Ensure decisions made by the Director are executed effectively and on time.
• Reduce the Director's involvement in routine operational issues.

Performance Monitoring & Reporting

• Develop and maintain operational dashboards and KPIs.
• Monitor:
• Order fulfillment rates
• Delivery success rates
• Customs clearance timelines
• Customer satisfaction metrics
• Return and refund rates
• Inventory accuracy
• Track-and-trace compliance
• Prepare weekly and monthly reports for the Director.

Process Improvement

• Identify inefficiencies and operational gaps.
• Lead initiatives to improve customer experience, operational efficiency, and profitability.
• Review and Recommend process automation opportunities.
• Implement best practices across the business.

Issue Resolution & Escalation Management

• Investigate recurring operational problems.
• Coordinate corrective actions across departments.
• Escalate critical business risks to the Director.
• Ensure root causes are identified and addressed.

Customer Experience Oversight

• Monitor customer service performance.
• Review customer complaints and escalation trends.
• Ensure timely resolution of customer issues.
• Work with teams to improve customer satisfaction and retention.

Logistics & Fulfillment Oversight

• Monitor end-to-end order fulfillment and processes.
• Ensure efficient customs clearance and regulatory compliance.
• Track warehouse and inventory performance.
• Oversee last-mile delivery performance and service levels.

Vendor & Partner Management

• Coordinate with logistics providers, customs agents, suppliers, and other service partners.
• Monitor partner performance against agreed service levels.
• Recommend changes when performance falls below expectations.

Strategic Projects

• Lead special projects assigned by the Director.
• Support business expansion initiatives.
• Coordinate new product launches, new market entry projects, or operational transformation initiatives.

Governance & Accountability

• Establish clear ownership for operational deliverables.
• Follow up on commitments made by team leaders.
• Conduct regular performance review meetings.
• Ensure compliance with company policies and procedures.

Key Performance Indicators (KPIs)

• Order fulfillment accuracy
• On-time delivery rate
• Customer Satisfaction Score
• Customs clearance turnaround time
• Return/refund percentage
• Inventory accuracy rate
• Customer complaint resolution time
• Operational cost reduction
• Project completion rate

Authority Level

The Chief of Staff should have authority to:

• Convene meetings across departments.
• Request reports and performance data from team leaders.
• Escalate non-performance issues.
• Recommend operational changes to the Director.
• Monitor implementation of strategic decisions.

Qualifications

• Strong capabilities in Courier and logistics operations, including experience in eCommerce operations, supply chain coordination, process optimisation, and performance management.
• Strategic planning and business analysis skills, with the ability to interpret data, develop insights, build business cases, and support decision-making for senior leadership.
• Project and program management experience, including planning, prioritization, stakeholder alignment, and delivery of cross-functional initiatives on time and within scope.
• Leadership and collaboration skills, with a track record of influencing without formal authority, managing stakeholders at all levels, and fostering a culture of accountability and continuous improvement.
• Excellent communication and documentation skills, including the ability to prepare executive presentations, operational reports, and clear process documentation.
• Technology and systems fluency, ideally with exposure to eCommerce platforms, logistics management systems, dashboards, and web-based tracking or dispatch tools.
• Bachelor’s degree in Business, Operations Management, Supply Chain, Engineering, or a related field; an advanced degree (MBA or equivalent) is an advantage.
• At least 5 years of responsible experience in eCommerce, logistics, express delivery, or related industries, preferably in a fast-paced or high-growth environment.
• Must be below 50 years of age.