Team Manager Seller CX

About The JobReimagining how India builds — one click at a time.Building the next big disruption in e-commerce: brick by digital brickWe are a new-age B2B e-commerce platform transforming how India buys and sells construction materials. Our digital ecosystem connects contractors, retailers, and suppliers, offering speed, transparency, choice, and reliability. Contractors and retailers gain access to a wide range of quality materials, credit options, and tracked deliveries, while suppliers expand their network and sales pan-India. Operating in 375+ cities across 25 states, currently valued at ___, we are one of India’s fastest-growing construction B2B platforms and have also launched private-label tiles, plywood, and sanitaryware for buyers.We’re on a mission to organize and digitalize India’s ₹7 lakh crore construction procurement market, where only about 1% of transactions are digital today. The goal is to build a more connected, efficient, and technology-driven future for the entire industry.Backed by the Aditya Birla Group, a global Fortune 500 conglomerate with a strong presence in manufacturing construction and finishing materials, and 140,000+ employees across 36 countries, we bring the best of both worlds: the agility of a startup and the stability of a legacy leader.Our Vision? To become the most trusted B2B ecommerce platform in the country powered by digital efficiency, competitive prices and vast assortments.Job PurposeThis role leads the end-to-end Seller Experience & Operations charter. You will manage seller experience team members, fulfilment governance, issue resolution, and operational excellence for sellers across multiple product categories. The mandate is simple: ensure sellers have a frictionless journey, consistently deliver OTIF performance, and strengthen the marketplace supply engine as we scale leading to growth in Topline.Key Accountabilities & Support ActionsSeller Experience Management- Own the full seller lifecycle — onboarding, order management, documentation (LR, MTC, POD), fulfilment, returns, and compliance (GST and Legal). - Build feedback loops to proactively identify friction points and drive structured improvements. - Partner with sales, category, credit, logistics, product, and finance teams to ensure seamless execution across touchpoints to - Build a team who engages sellers proactively (Physically and Digitally) understand constraints, challenges, and opportunities for improvement. communication and timely response Ensure high-quality - Lead Seller NPS, TAT, defect rate, and escalation management.Operations & Process Excellence- Govern OTIF (On-Time In-Full) and Revenue as a core KPI and drive improvements through structured interventions. - Lead day-to-day seller operations including order management, issue resolution, returns/claims handling, and SLA governance. - Strengthen internal processes, updating SOPs, training teams on the revised workflows, and driving consistent implementation to reduce turnaround time, eliminate waste, and improve first-time right performance. - Work with product and tech teams to automate recurring workflows and scale operations without linearly increasing headcount. - Build dashboards with analytics to monitor team performance on OKRs, highlight risks, and trigger actions.Team Management & Development- Manage and mentor a team of Seller Experience Associates /officers/assistant managers. - Set clear goals, review performance, and ensure capability building through structured training and coaching. - Drive a culture of Accountability, ownership, speed, and problem solving.Governance & Compliance- Ensure adherence to company policies, quality norms, and GST and legal compliance requirements. - Drive disciplined governance through weekly/monthly reviews with stakeholders. - Maintain audit-ready documentation for seller interactions, SOPs, and process flows.Qualifications & Skills- Graduate in Operations, Supply Chain, Business, or related fields; MBA or postgraduate in Operations preferred. - 4–8 years of experience in operations, seller/vendor management, order management, or customer service roles—preferably in B2B, building materials, FMCG, or e-commerce. - Minimum 2 years of experience required in team management. - Hands-on experience with OMS/TMS/SAP-like systems for order processing, dispatch planning, and issue resolution. - Strong exposure to fulfilment governance, OTIF improvement, ageing management, and cross-functional stakeholder coordination. - Proven track record of managing teams in a fast-paced, high-volume environment. - Must Knows about GST requirements

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