Ecommerce Operations Manager

About Company

The Pain Company is a modern recovery brand built for people who move runners, gym-goers, athletes, desk workers, creators, travellers, and anyone who pushes their body daily. Our mission is to bring science-backed recovery products into everyday life through balms, sprays, patches, tapes, compression supports, tools, and more.

As India's fitness culture accelerates marathons, CrossFit, functional training, physio-led workouts we're building the brand at the centre of this movement.

Ecommerce Operations Manager

You'll run the backbone of our ecommerce engine ensuring every order (website, marketplaces, B2B) moves seamlessly across inventory, dispatch, packaging, QC, returns, marketplace health, and overall customer experience.

Your mission:

Make The Pain Company the fastest, most reliable, most efficient recovery brand to shop online in India.

Order Processing & Fulfilment

• Manage end-to-end order flow across Shopify + marketplaces (Amazon, Flipkart, Nykaa, etc.)
• Ensure same/next-day dispatch with 100% accuracy
• Coordinate with warehouse/3PL partners for pick/pack/ship
• Monitor packaging quality and dispatch SLAs

Inventory Management

• Maintain real-time inventory across platforms
• Prevent overselling and stockouts
• Manage inwarding, QC, batch tracking, and demand forecasting
• Collaborate with production/procurement for replenishment

Marketplace Operations

• Maintain top-tier marketplace account health (ODR, cancellation rate, TAT)
• Build and optimize product listings
• Handle claims, reimbursements, and tickets
• Track competition and identify pricing/content gaps

Customer Experience & Returns

• Oversee returns, RTO, and exchanges
• Minimize losses and operational errors
• Partner with customer support for seamless resolutions

Process Building & Automation

• Create SOPs for fulfilment, QC, packaging, dispatch, and warehouse flow
• Identify inefficiencies and optimize for speed + cost
• Explore automation, dashboards, and integrations

Cross-Functional Collaboration

• Work with Growth, Finance, CX, and Product teams
• Support COD optimization, influencer drops, kits, events, gifting, and campaigns

Reporting & Analytics

• Track KPIs: dispatch accuracy, delivery time, RTO %, returns, marketplace metrics
• Build weekly dashboards and recommend improvements
  

• 25 years in ecommerce operations (D2C or marketplace-first)
• Strong experience with Shopify, Amazon/Flipkart Seller Platforms, 3PL systems
• Solid grasp of inventory, QC, packaging, fulfilment flows
• Analytical mindset + proficiency in Excel/Sheets
• Excellent communication and vendor management skills
• High ownership and problem-solving ability

Nice to Have

• FMCG/D2C/health & wellness/fitness brand experience
• Warehouse workflow understanding
• Logistics, courier integrations, COD optimisation knowledge
• ERP/WMS experience
• Passion for fitness or recovery (bonus!)
  

• <24-hour average dispatch time
• RTO reduction by 1015%
• Real-time inventory dashboard + platform sync
• New SOPs for packaging, QC & returns
• Smooth fulfilment for launches & campaigns