Summary
Keeta is hiring for a Picker Strategy Operations role in Kuwait City. The role builds and scales picking SOPs, fulfillment governance, KPI monitoring, and pricing systems across hypermarkets and dark stores. It also manages 3PL vendor relationships, performance, capacity, and costs, while coordinating with customer service, delivery, product, and technology teams to resolve operational issues. Applicants should have at least five years of retail or e-commerce fulfillment operations or supply chain experience, including experience building operating systems or SOPs.
The posting
As published on keeta-global.com. Pulled from the employer's site and shown as they wrote it.
Responsibilities
1. Responsible for the strategic planning and system-building of the entire Picker workflow, leading the development and continuous iteration of picking SOPs from scratch, including picking standards, operational procedures, exception handling protocols, and quality control checkpoints.
2. Ensure the system is replicable and scalable across Hypermarket and multi-format scenarios, rather than limited to single-store execution management. Manage the end-to-end 3PL partnership lifecycle, covering vendor screening and onboarding, service agreement and SLA negotiation, pricing rationality monitoring and analysis, capacity allocation and redundancy management, and periodic performance reviews.
3. Scale to manage dozens of 3PL companies, establishing a tiered management framework to ensure fulfillment capacity stability and reasonable cost structures. Lead the design and implementation of the Picker performance and governance system, building a multi-dimensional core KPI framework covering efficiency, quality, on-time performance, and satisfaction.
4. Establish clear warning mechanisms, rectification processes, termination standards and execution paths, and formulate 3PL-level penalty mechanisms and incentive systems. Codify these into executable operational manuals.
5. Formulate and optimize Picker pricing strategies based on multi-dimensional factors including fulfillment cost structures, market competition, merchant demands, and capacity supply-demand dynamics. Build a scientific pricing model, and conduct rationality analysis and review of 3PL quotations to ensure pricing is both competitive and sustainable.
6. Establish and continuously optimize the core KPI monitoring system for the end-to-end fulfillment process, covering the complete chain from user ordering → merchant accepting order → item picking → packaging → delivery → delivery confirmation → after-sales service, including order cancellation rate, on-time rate, stock-out rate, completion rate, refund rate, user/merchant satisfaction, complaint rate, etc.
7. Build automated anomaly identification and closed-loop resolution mechanisms. Collaborate closely with Customer Service and Delivery departments to establish cross-departmental coordination mechanisms: interface with customer service teams to drive issue classification and root cause analysis, collaborate with delivery teams to optimize delivery timeliness and fulfillment efficiency, ensuring end-to-end user experience standards are met.
8. Regularly organize store inspections and frontline research, visiting Hypermarkets and Dark Stores to identify fulfillment process issues and drive optimization implementation.
Requirements
1. 5+ years of experience in retail/e-commerce fulfillment operations or supply chain management, with hands-on experience in building operational systems or SOPs from scratch.
2. Ability to clearly differentiate and adapt to the different fulfillment logics of Hypermarket versus Dark Store formats.
3. Experience in 3PL vendor management, including but not limited to contract negotiation, SLA formulation, performance evaluation, capacity planning, and cost analysis.
4. Experience managing multiple vendors (10+) in parallel operations is preferred.
5. Data-driven decision-making capability, with the ability to independently design KPI frameworks and assessment systems, and practical experience in translating metric systems into executable governance mechanisms (warnings, terminations, penalties, etc.).
6. Strong cross-departmental collaboration and driving capability, able to efficiently coordinate with customer service, delivery, product, and technology teams to drive closed-loop resolution of complex issues.
7. Experience in managing frontline fulfillment personnel, with a background in managing Pickers, Raiders, or Drivers all acceptable.
8. The core requirement is the ability to manage large-scale frontline teams with a systematic governance approach, rather than being limited to single-store or small-team personnel scheduling.
Highlights
1. Join us to construct the overseas Grocery business from zero to one, and sail toward the boundless prospects of our business future together.