Chief of Staff – eCommerce Operations

About the role

The Chief of Staff – eCommerce Operations will act as the strategic and operational representative of the Director, ensuring seamless coordination across all e‑commerce functions such as last‑mile delivery, fulfillment, customer experience and technology‑enabled logistics. This full‑time, on‑site role in Lagos focuses on driving performance, removing bottlenecks and supporting growth.

Key responsibilities

• Coordinate activities across Customer Service, Quality Control, Customs Clearance, Warehousing, Logistics, Last‑mile Delivery and Technology teams.
• Serve as the primary operational liaison for the Director, managing action items and ensuring decisions are executed.
• Develop and maintain operational dashboards, monitor KPIs such as order fulfillment, delivery success, customs clearance timelines, customer satisfaction and inventory accuracy, and prepare regular reports.
• Identify inefficiencies, lead process‑improvement initiatives and recommend automation opportunities to boost efficiency and profitability.
• Investigate recurring operational issues, coordinate corrective actions and escalate critical risks to the Director.
• Oversee customer experience metrics, review complaints and ensure timely resolution.

Required profile

• Strong strategic and operational mindset with ability to align multiple functions toward common goals.
• Excellent coordination and communication skills to facilitate cross‑functional collaboration.
• Analytical capability to monitor performance data and drive continuous improvement.
• Proactive problem‑solver able to manage escalations and implement effective solutions.
• Experience in eCommerce or logistics environments is preferred.

Required skills