E-commerce Operations Head

Job Summary:

We are seeking a strategic and result-driven Head of E-commerce Operations to lead and oversee the entire operations vertical of our online business. This role involves end-to-end ownership of marketplace operations, logistics, catalog management, technology integration, customer satisfaction, and team leadership. The ideal candidate will ensure seamless execution across platforms and drive continuous improvement to meet business goals.

Key Responsibilities:

Strategic Leadership

• Define and execute e-commerce operations strategy in line with company goals.
• Develop SOPs and operational frameworks for scalable growth across all platforms.
• Lead cross-functional alignment between operations, marketing, catalog, and finance.

Marketplace & Platform Operations

• Oversee daily operations on marketplaces like Amazon, Flipkart .
• Monitor and improve key KPIs – ODR, late dispatch rate, RTO %, return %, and seller ratings.

Team Management

• Lead, train, and manage the operations team including listing executives, order management staff, and warehouse coordinators.
• Set performance metrics and foster a high-performance culture within the team.

Catalog & Content Supervision

• Ensure product listings are optimized and compliant with platform guidelines.
• Supervise new product onboarding, pricing strategies, and promotional activities.

Data Analysis & Reporting

• Generate and review detailed reports on operational performance, reconciliation, returns, and revenue leakages.
• Conduct regular audits to improve service levels and reduce operational costs.

Customer Experience & Escalation Handling

• Oversee customer service policies related to fulfillment, returns, and after-sales support.
• Resolve high-level escalations and ensure strong SLA adherence.

Finance & Reconciliation

• Coordinate with the accounts team for timely payment reconciliation from marketplaces.
• Monitor claims, penalties, and disputes with platforms and ensure resolution.

Required Qualifications:

• Bachelor’s/Master’s degree in Business, Operations, Supply Chain, or a related field.
• 7+ years of experience in e-commerce operations with at least 2 years in a leadership role.
• Strong understanding of seller central and marketplace portals (Amazon, Flipkart, etc.)
• Proficient in Excel, Google Sheets, and analytics tools.
• Proven experience in handling large teams and high-volume operations.

Key Competencies:

• Strategic Thinking & Problem Solving
• Strong Leadership & Team Management
• Attention to Detail
• Tech-savvy with process automation mindset
• Analytical Thinking & Data-Driven Decision Making
• Excellent Communication and Interpersonal Skills

Job Type: Full-time

Pay: ₹60,000.00 - ₹70,000.00 per month

Experience:

• total work: 6 years (Preferred)

Work Location: In person