VP -Operations

Michael Page

Delhi, India

15-20 Years

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Posted 16 hours ago
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Job Description

This role offers the opportunity to shape the operational backbone
High-impact ownership across crossfunctional operations

Job Description

1. Seller Onboarding & Partner Management

Build and execute seller onboarding strategy across multiple categories
Reduce onboarding TAT through SOP creation, automation, and process optimization.
Manage relationships with partner apps, reseller partners, logistics partners, and ecosystem enablers.

2. Customer Experience, CSAT & NPS

Own customer satisfaction metrics across the entire order lifecycle-ordering, fulfilment, delivery, returns, refunds.
Set up VOC (Voice of Customer) processes to identify gaps and improve workflows.
Work with platform partners to reduce cancellations, delivery delays, order defects, and customer escalations.
Lead initiatives to improve NPS and build frameworks for service quality governance.

3. Payment & Settlement Operations

Oversee payment and settlement flows across multiple participants-buyer platforms, seller platforms, logistics partners, and other stakeholders.
Ensure timely reconciliation of payments, refunds, and settlements.
Work with finance and external partners to resolve disputes, leakages, discrepancies, and delays.
Establish SLAs, dashboards, monitoring mechanisms, and audit processes for financial accuracy.

4. Process Excellence & Compliance

Build SOPs, playbooks, and scalable process maps for network operations.
Ensure compliance with all operational standards, governance frameworks
Implement OKRs and KPIs for efficiency, service quality, and cost optimization.
Lead automation, workflow improvement, and datadriven decisionmaking initiatives.

5. Team Leadership & CrossFunctional Collaboration

Build and lead teams across operations, onboarding, support, quality, and service governance.
Work closely with product, tech, finance, business development, and legal functions.
Run weekly/monthly governance reviews with partners and internal leadership.

The Successful Applicant

15 - 20 years of experience in operations, marketplace management, ecommerce, logistics

Strong understanding of multiparticipant ecommerce ecosystems, network operations, and platformbased workflows

Proven ability to scale operations and lead large crossfunctional teams.

Expertise in seller onboarding, payments, support operations, and service delivery/customer/process excellence.

Strong analytical, stakeholder management, and problemsolving skills.

Excellent communication and process design abilities.

What's on Offer

Competitive salary package.
Opportunity to work in a leadership role
Professional growth and development in a large organization.
Inclusive and collaborative work environment in New Delhi.
Chance to contribute to impactful projects with a meaningful purpose.

If you are passionate about driving operational excellence and making a difference in the human services sector, we encourage you to apply for this exciting role.

More Info

Job Type:

Permanent Job

Function:

E-Commerce

Employment Type:

Full time

About Company

Michael PageJob Source: www.michaelpage.co.in

Michael Page has five decades of expertise in professional services recruitment. We were established in London in 1976, and over this period we've grown organically to become one of the best-known and most respected consultancies, with an office network spanning six continents.
While size has its advantages, it doesn't define us - the nature of our organic growth means that each new office is integrated into the region that it serves. It also means that as an employer looking to hire, or as a candidate aiming to grow your career you have the best of both worlds; a team that understands the market and geography you operate in, plus the resources and expertise of an international network at your disposal.

Job ID: 145378589

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