Operations Manager - Fulfillment Center & Facilities | Hybrid Work Setup

ROLE SUMMARY:

The Operations Manager will oversee day-to-day fulfillment center operations while also owning facilities management and cross-functional project management responsibilities. This role balances operational excellence (throughput, safety, cost control) with long-term infrastructure and process improvement initiatives, ensuring the facility runs efficiently, safely, and is well-positioned for future growth.

RESPONSIBILITIES:

Fulfillment Center Operations

• Manage daily warehouse operations including inbound/outbound logistics, inventory accuracy, order fulfillment, and dispatch to meet SLAs and KPIs.
• Monitor productivity, cost-per-unit, and service-level metrics; drive continuous improvement across shifts.
• Lead, coach, and develop supervisors and frontline teams; manage workforce planning and shift scheduling.
• Ensure compliance with health, safety, and quality standards (OSH requirements, SOPs, audits).
• Partner with Supply Chain, Transport, and Customer Service teams to resolve operational bottlenecks.

Facilities Management

• Oversee maintenance, upkeep, and safety of the facility, including building systems, utilities, and equipment (MHE, racking, HVAC, fire safety systems).
• Manage vendor relationships and contracts for maintenance, security, cleaning, and utilities providers.
• Oversee solar/renewable energy infrastructure initiatives, regulatory liaison (e.g., utility/regulatory bodies), and sustainability programs where applicable.
• Ensure facility compliance with local building codes, fire safety, and environmental regulations.
• Manage facilities budget, including capex/opex planning and cost optimization.
• Lead incident investigations (workplace accidents, equipment failures) and implement corrective/preventive actions.

Project Management

• Lead facility expansion, renovation, or infrastructure upgrade projects from planning through execution and handover.
• Develop project plans, timelines, budgets, and risk assessments; track milestones and report progress to stakeholders.
• Coordinate with contractors, architects, engineers, and internal stakeholders on capital projects.
• Drive process improvement and automation initiatives to enhance operational efficiency.
• Prepare and present project updates, business cases, and post-implementation reviews to senior management.

QUALIFICATIONS:

Education

• Bachelor's degree in Supply Chain Management, Industrial Engineering, Business Administration, Facilities/Building Engineering, or a related field
• Professional certification (e.g., CSCP, CPIM, Six Sigma) is an advantage 

Experience

• Minimum five to eight years of operations experience, with at least two to three years in a managerial capacity
• Proven experience running warehouse/fulfilment center operations (e commerce, retail, or third party logistics environment preferred)
• Experience managing capital and operating expenditure projects end to end, including scoping, vendor selection, budget tracking, and timeline delivery (e.g., facility fit outs, system rollouts, automation and solar infrastructure projects)
• Hands on experience in facilities management, including mechanical and electrical maintenance, vendor and facilities management contract management, compliance and safety audits
• Experience managing multi site or cross market operations (e.g., Malaysia, Philippines, or broader Southeast Asia region) is a strong plus
• Experience overseeing third party vendors and contractors across facilities management, security, and warehouse labor

Technical and Functional Skills

• Working knowledge of warehouse management systems, transport management systems, and inventory management systems
• Understanding of facilities management contract structures, including service fee benchmarking, escalation clauses, service level and key performance indicator frameworks, and penalty and suspension terms
• Project management fundamentals, including timeline planning, stakeholder tracking, and risk and issue management
• Familiarity with building systems (electrical, mechanical, fire safety, solar and renewable energy infrastructure) and relevant local regulatory bodies (e.g., TNB requirements in Malaysia)
• Budget ownership and profit and loss accountability across facilities and operations spend
• Process improvement exposure (Lean, Six Sigma, Kaizen)
• Proficient in Excel and Google Sheets, and PowerPoint for management reporting; business intelligence tools such as Power BI and Tableau are a plus

Leadership and Soft Skills

• Strong people management, including leading warehouse teams, supervisors, and coordinating with facilities management vendor staff
• Ability to juggle multiple concurrent workstreams (daily operations, live projects, facility issues) without losing sight of priorities
• Strong vendor and contract negotiation skills
• Clear communicator able to report to senior leadership on operations performance, project status, and facility risk
• Sound judgment under pressure, including incident response, service level breaches, project delays, or facility emergencies
• Detail oriented, especially with contract terms, cost benchmarking, and compliance documentation

Other Requirements

• Willingness to be based on site at the fulfilment and warehouse facility, with flexibility for shift coverage during peak periods
• Willing to report at the fulfilment and warehouse facility 3x a week
• Willingness to travel across markets and facilities as needed
• Physically able to conduct floor walks, warehouse inspections, and facility walkthroughs

The ZALORA Story

ZALORA is Asia’s leading online fashion, beauty, and lifestyle destination, and part of Global Fashion Group. As one of the region’s pioneering large-scale e-commerce platforms, ZALORA has established a strong presence across Southeast Asia, with key markets in Singapore, Indonesia, Malaysia, the Philippines, and Hong Kong, and receives over 50 million visits monthly.

ZALORA does not accept resumes or candidate submissions from third parties for any position, whether advertised or otherwise, unless ZALORA has entered into a valid written agreement with such third party and has expressly requested candidate referrals.

Any third party that submits unsolicited candidate information, resumes, or profiles without prior written authorization from ZALORA agrees that it has no entitlement to any placement fee, referral fee, or other compensation, even if the candidate is later hired or engaged by ZALORA or Global Fashion Group.

Consent Disclaimer

By submitting your application for this role, you consent to ZALORA collecting, using, processing, and disclosing the personal data contained in your application and any supporting documents for recruitment-related purposes, including assessing and evaluating your suitability for the present role and for other positions and career opportunities within ZALORA. Your personal data may be shared within the ZALORA Group and with authorized third-party service providers on a need-to-know basis for these purposes.

Where applicable, your personal data may also be stored or processed on systems or servers operated by ZALORA’s service providers, including providers located outside the jurisdiction in which your data was collected. You may request access to or correction of your personal data held by ZALORA by contacting the relevant ZALORA contact point or Data Protection Officer.