e-Commerce Operations Manager

Pet City Group is the leader in the pet retail market in Greece with over 35 years of presence. The Group consists of 800 employees, over 100 stores, 4 online shops, and a variety of over 17.000 products, including top-of-the-line and exclusive brands. Pet City Group also offers a range of pet care services, including grooming and veterinarian care, as part of our mission to provide the best customer experience to our beloved pets and their parents. We are currently looking for an e-Commerce Operations Manager to join our Pawsome Logistics Team.

Your role as an e-Commerce Operations Manager

As an e-Commerce Operations Manager, you will play a critical role in developing and scaling e-Commerce Operations within our Warehouse. By combining strong warehouse operations management with e-Commerce expertise, you will help build a robust, scalable, and customer-centric fulfillment operation aligned with Pet City’s quality standards and growth plans. Your strong organizational, problem-solving, and cross-functional collaboration skills—together with your hands-on experience in Warehouse and e-Commerce Operations and, of course, your love for pets—will help you thrive in this role!

Key Responsibilities:

• Manage the day-to-day operations of the e-Commerce Warehouse, ensuring smooth execution across Fulfillment, Last Mile, and Stock teams

• Assign daily tasks, monitor team productivity, and ensure optimal workforce utilization

• Ensure timely order fulfillment and strict adherence to agreed SLAs (Service Level Agreements)

• Implement, monitor, and continuously improve Standard Operating Procedures (SOPs), ensuring consistency, quality, and operational excellence

• Track, analyze, and improve key operational KPIs (productivity, order accuracy, on-time delivery, cost per order)

• Act as a key point of contact between Warehouse Operations and the e-Commerce team, contributing to the development of the e-Commerce function within the warehouse

• Collaborate closely with Customer Experience (CX) and Commercial teams to resolve operational issues impacting customer satisfaction

• Identify inefficiencies, and improvement opportunities across processes, systems, and workflows

• Support the development, training, and coaching of teams on processes, systems, and performance standards

• Ensure compliance with Pet City’s quality standards, safety rules, and operational guidelines

Requirements:

• Bachelor’s degree in Business Administration, Supply Chain, Logistics, Operations Management, or a related field

• Minimum 3–5 years of experience in Warehouse Operations, Fulfillment, or e-Commerce Operations

• Strong hands-on warehouse experience is essential; this role requires daily presence on the warehouse floor

• Solid understanding of e-Commerce fulfillment operations (order picking, packing, last mile delivery, returns)

• Experience working with KPIs, SLAs, and performance management

• Familiarity with WMS, ERP systems, and operational reporting tools

• Strong collaboration skills and ability to work cross-functionally with e-Commerce, CX, and Commercial teams

• Strong organizational, problem-solving, and decision-making skills

• Proactive mindset with a strong focus on continuous improvement and process development

• Ability to work in a fast-paced, dynamic environment and manage operational complexity

What we offer

💶Competitive compensation package

🎓Opportunities to learn and grow within a dynamic and fast-growing company

💼Friendly and collaborative working environment

💊Special prices and discounts on healthcare, well-being, and insurance packages through our network of partners

🩺 Private health insurance coverage

🏷️Employee discounts on our products and services

🚀Your professional and personal success is our commitment