Job Title

We are looking for a Senior E-commerce Operations Manager to oversee and optimize end-to-end online business operations across marketplaces and/or D2C platforms. The role requires strong leadership, operational excellence, cross-functional coordination, and a data-driven approach to drive growth, efficiency, and customer satisfaction.Key ResponsibilitiesMarketplace & Platform Operations • Manage day-to-day operations across platforms such as Amazon, Flipkart, Myntra, Ajio, Shopify, or company website • Ensure accurate product listings, pricing, promotions, and inventory synchronization • Monitor platform KPIs including sales, conversions, cancellations, returns, and ratingsOrder, Inventory & Fulfilment Management • Oversee order processing, fulfilment, shipping, and last-mile delivery coordination • Work closely with warehouses, 3PL partners, and logistics teams to ensure SLA adherence • Optimize inventory planning to avoid stock-outs and overstockingProcess Optimization & Compliance • Develop and improve SOPs for operations, returns, refunds, and customer escalations • Ensure compliance with marketplace policies, legal requirements, and taxation norms • Identify operational bottlenecks and implement automation and process improvementsTeam Leadership & Stakeholder Management • Lead, mentor, and manage operations executives and coordinators • Coordinate with internal teams—marketing, finance, supply chain, customer support, and IT • Act as a key point of contact with marketplace account managers and external vendorsAnalytics, Reporting & Cost Control • Analyze sales, operational data, and performance metrics to drive decisions • Prepare MIS reports, forecasts, and operational dashboards for senior management • Monitor operational costs, logistics spend, and margins to improve profitabilityCustomer Experience & Issue Resolution • Ensure seamless customer experience from order to delivery and post-purchase support • Handle escalations related to delivery, returns, refunds, and negative reviews • Drive initiatives to improve ratings, reviews, and repeat purchasesRequired Skills & Qualifications • Bachelor’s degree in Business, Operations, Supply Chain, or related field (MBA preferred) • 6–10+ years of hands-on experience in E-commerce operations • Strong knowledge of marketplace seller panels and D2C operations • Excellent analytical, problem-solving, and decision-making skills • Proven leadership and people management experience • Proficiency in Excel, MIS reporting, ERP/WMS tools, and basic understanding of analyticsPreferred Skills • Experience managing high-volume SKUs and multi-category portfolios • Exposure to automation tools, OMS, CRM, and inventory management systems • Ability to work in fast-paced, high-growth environments