Manager-E-commerce Operations

Role: Manager – E-commerce Operations

Experience: 8–12 years Function: E-commerce / Operations

Role Overview

We are building a 100+ Cr e-commerce business, with plans to double this scale over the next 2–3 years.

This role will be responsible for end-to-end operational excellence, ensuring seamless order fulfillment, strong partner management, and continuous process improvements. The role will also play a key part in managing marketplace operations across multiple business models and driving efficiency at scale.

Key Responsibilities

Order Fulfillment & SLA Management

· Ensure adherence to dispatch and delivery SLAs across all orders

· Drive efficiency in order processing, shipping, and delivery timelines

· Identify bottlenecks and implement corrective actions

Marketplace Operations Management

· Manage operations across multiple marketplace models:

o Third-party seller operations

o Supplying to alpha sellers

o Acting as alpha seller for brands

· Ensure smooth coordination across platforms and partners

Logistics & 3PL Management

· Manage relationships with logistics and 3PL partners

· Drive escalation and resolution for delays and operational issues

· Monitor partner performance and service quality

Returns, Refunds & Exception Handling

· Oversee returns, cancellations, refunds, and chargebacks

· Ensure timely resolution and reduction of operational exceptions

· Track trends and implement preventive measures

Cataloging & Content Management

· Oversee end-to-end product cataloging across D2C platforms and marketplaces

· Ensure accuracy, completeness, and consistency of product listings (titles, descriptions, attributes, images, etc.)

· Drive listing optimization to improve discoverability, conversion, and platform compliance

· Coordinate with content, merchandising, and brand teams to organize and maintain high-quality product content

· Monitor listing health and resolve issues related to visibility, suppression, or platform standards

Systems & Process Optimization

· Drive improvements in OMS, WMS, and logistics systems

· Work with tech teams to implement automation and new capabilities

· Continuously optimize workflows for efficiency and scalability

Compliance & Risk Management

· Ensure adherence to operational and regulatory requirements

· Manage chargebacks and minimize financial/operational risks

Team Leadership

· Lead and manage operations teams

· Drive accountability, efficiency, and performance culture

Strategic Exposure & Role Value

· Opportunity to drive vendor negotiations to optimize operational costs

· Exposure to evaluating and implementing new systems, tools, and enablers

· Identify and solve key operational bottlenecks through industry best practices

· Contribute to building scalable and benchmark-setting operational processes in the e-commerce/D2C space

Success Metrics (KPIs)

· SLA adherence (dispatch & delivery)

· Reduction in delays, escalations, and exceptions

· TAT for returns, refunds, and chargebacks

· Operational efficiency and cost optimization

· Accuracy, compliance, and process adherence

· Team productivity and performance

Career Growth & Role Evolution

· Opportunity to build and scale operations for a high-growth business

· Exposure to strategic initiatives across vendor management, systems, and process design

· Strong learning curve in end-to-end e-commerce operations and scalability frameworks