<![CDATA[The increasing volume of e-commerce transactions has created greater demand for fast, accurate, and reliable goods delivery, while delivery delays, shipment accumulation, system disruptions, and distribution barriers remain operational challenges. This study aims to analyze the operational management of goods delivery at Shopee Express in Palopo City and identify the factors supporting and hindering its implementation. This research employed a qualitative method with a descriptive case study approach. Data were collected through observation, semi-structured interviews, and documentation involving 25 informants selected using purposive sampling, consisting of supervisors or coordinators, couriers, sorting and warehouse staff, operational administrative staff, and customers. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, while data credibility was ensured through source, technique, and time triangulation. The findings indicate that operational management has been implemented relatively well through the functions of planning, organizing, actuating, and controlling. Planning is based on package volume, distribution areas, human resource requirements, and operational targets, while clear task division supports coordination among operational personnel. Delivery implementation is supported by digital systems and barcode scanning, and controlling is conducted through tracking systems, performance evaluation, and complaint handling. The main supporting factors are human resources, technology, fleet availability, tracking systems, and work coordination. Meanwhile, weather conditions, infrastructure limitations, system disruptions, high delivery volumes, and customer-related factors remain the main obstacles. The study concludes that effective delivery management requires the integration of human resources, technology, physical resources, and coordination, with continuous improvements in operational monitoring, resource capacity, and distribution optimization.]]>
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