Team Leader, eCommerce Operations

Pandora is the world’s largest jewelry brand, dedicated to giving a voice to people’s loves. Our Prague office serves as a strategic hub for Pandora Eastern Europe (EE Cluster), supporting both our wholesale partners and our owned & operated retail and e‑commerce channels.

What sets Pandora apart is not only our iconic collections, but also our people‑first culture. Across every role and location, we live by our values — We Care, We Dream, We Dare, We Deliver — and we are committed to continuous learning, collaboration, and growth.

We are now seeking an experienced eCommerce Operations Team Lead to drive the success of our Czech Republic Fulfilment Centre. In this role, you will lead and develop a high‑performing team, oversee daily fulfilment operations, and ensure our customers receive fast, accurate, and reliable service. You will collaborate closely with carriers, customer service teams, and senior operations leaders both locally and internationally to maintain strong performance, optimize workflows, and support peak periods and major campaigns.

If you are a hands‑on leader who thrives in a fast‑paced environment and is passionate about operational excellence, this is an exciting opportunity to make a meaningful impact.

Role & Responsibilities:

• Lead daily operations of the eCommerce Fulfilment Centre, ensuring efficient, accurate, and high‑quality workflows.
• Manage, organize, and coordinate Pick & Pack Assistants and the Customer Service Assistant to deliver smooth end‑to‑end operations.
• Oversee fulfilment activities — picking, packing, returns, and quality checks — ensuring productivity, accuracy, and safety standards.
• Ensure full compliance with merchandise handling standards, stock integrity, replenishment processes, and loss‑prevention policies.
• Drive exceptional customer experience by meeting fulfilment accuracy, processing speed, and customer service SLAs.
• Resolve escalated customer inquiries professionally while maintaining service quality KPIs.
• Provide operational reporting and performance insights to the eCommerce Operations Manager, highlighting issues and opportunities for improvement.
• Coach, develop, and performance‑manage the fulfilment team, fostering capability, motivation, and continuous improvement.
• Manage delivery carrier performance, addressing issues and driving improvements in delivery reliability and speed.
• Forecast resource needs based on sales trends and campaigns, ensuring readiness, capacity planning, and compliance with operational policies.
• Cooperate with our merchandising team in Warsaw to ensure product availability, prevent stock shortages, and support smooth replenishment processes.

You’re the Perfect Match If You Have:

• 1–2 years of experience leading a team, ideally in retail, eCommerce operations, or logistics.
• Strong communication skills with excellent command of Czech and English.
• A proactive, organized approach, able to manage multiple tasks simultaneously.
• A passion for improving processes and delivering outstanding customer experiences.
• Comfort working in an international, fast‑paced, and constantly evolving environment.

What We Offer:

• Monday–Friday work schedule in a company with a people‑centered culture focused on continuous development.
• Stable cooperation based on an employment contract.
• An additional paid day off for your birthday and for your annual health check.
• A range of benefits available to all employees in the Czech Republic.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.#LI-DNI