Operations Lead- Marketplace

We are looking for a Marketplace Operations Manager. This role is critical in ensuring that our

marketplace runs reliably and efficiently across sellers while maintaining strong fulfilment hygiene and a high-quality customer experience. In this role, you will own day-to-day seller-side operational execution across order flow, SLA adherence, dispatch timelines, breaches, and escalations. You will work closely with sellers and internal teams to ensure smooth marketplace operations as we scale.

Key Responsibilities:

• Monitor orders across sellers to ensure pick, pack, and dispatch happen within defined timelines

• Track seller SLA adherence and identify fulfilment delays, exceptions, and operational gaps

• Manage breaches across fulfilment and service metrics, including root-cause analysis and corrective actions

• Resolve order-related exceptions such as stuck orders, delayed shipments, cancellations, and failed handovers

• Work closely with sellers on day-to-day execution issues and ensure marketplace operating standards are followed

• Support returns and reverse operations by coordinating with sellers on pickups, approvals, and issue closure

• Publish regular dashboards on seller performance, breach trends, ageing orders, and fulfilment health

• Partner with internal teams to improve workflows and reduce recurring operational bottlenecks

What you'll need:

• 4-6 years of experience in marketplace operations, seller operations, e-commerce operations,

fulfilment operations, or business operations.

• Strong understanding of order lifecycle management, seller SLAs, dispatch processes, and

customer-impacting operational metrics

• Strong problem-solving ability, attention to detail, and comfort working with large volumes of

operational data and exceptions

• Strong stakeholder management across sellers, supply chain, CX, and internal business teams

• High ownership mindset, ability to hustle, bias for action, and comfort with ambiguity in a 0 to 1

environment