Company Overview: P-TAL (Punjab Thathera Art Legacy) is the story of a brand which started as a college project under SRCC, to revive India's only UNESCO listed craftform of Thatheras from Amritsar, Punjab. P-TAL aims to revive the old traditions of India in a contemporary form and take them to the world! P-TAL runs on three fundamentals – developing an organised market to promote the craft legacy of Thatheras, creating designs for urban consumers and leveraging contemporary marketing to sell traditional art. In India, eating in brass and copper vessels has been practised for years. Considered beneficial for health, these vessels are expensive & harder to maintain and have lost the favour of the masses in modern times. P-TAL aims to change that and bring back people to the rich old traditions so that people make the ‘right’ choice, not the easy one. Role Overview: As the EIR Operations Manager, you will play a key role in managing day-to-day operations, ensuring efficient execution of e-commerce processes, and leading a team to deliver outstanding results. Your responsibilities will include data analysis, reconciliation, e-commerce platform management, coordination with tech vendors, and overseeing the onboarding of new products on marketplaces. Key Responsibilities: Data Analysis & Reconciliations: Perform data analysis to identify trends, issues, and areas for improvement. Reconcile data from multiple e-commerce platforms to ensure consistency and accuracy. Ensure that key performance indicators (KPIs) and operational metrics are tracked and reported accurately. E-Commerce Tools Management: Utilize and manage various e-commerce tools to optimize the business operations, including inventory management, order processing, and customer service tools. Stay updated with new features and updates from e-commerce platforms to ensure the company maximizes its tool capabilities. Customer Relationship Management (CRM): Implement and maintain CRM systems to improve customer engagement and retention. Coordinate with the sales and customer support teams to ensure smooth communication and efficient problem-solving. Team Management: Lead and mentor a team of operations personnel to ensure smooth execution of daily tasks. Set performance goals, monitor progress, and provide coaching for team development. Facilitate regular team meetings to ensure all members are aligned with company objectives and KPIs. Vendor & Logistics Coordination: Collaborate with different tech vendors and logistics providers to ensure seamless operations. Negotiate contracts and pricing with vendors and logistics providers. Troubleshoot and resolve operational issues related to logistics and vendor performance. Make critical decisions to ensure timely delivery and operational efficiency. Marketplaces Onboarding & Product Listings: Lead the onboarding process for new marketplaces and platforms, ensuring compliance with their requirements. Manage the listing of new products on various e-commerce platforms, ensuring accurate product descriptions, pricing, and images. Monitor product performance across different marketplaces and implement strategies to improve visibility and sales. Skills and Qualifications: Data Analysis: Strong analytical skills with the ability to derive insights from data and drive decision-making. E-Commerce Tools: Proficient in using e-commerce platforms (e.g., Amazon, Flipkart, Shopify, etc.) and various related tools. CRM Systems: Experience with CRM software (e.g., Salesforce, HubSpot) and customer engagement strategies. Team Leadership: Proven experience in managing, leading, and motivating a team to achieve operational goals. Vendor & Logistics Coordination: Knowledge of coordinating with external vendors, suppliers, and logistics partners to ensure efficient operations. Product Listings & Onboarding: Experience in onboarding new products and managing listings across multiple e-commerce platforms. Desired Experience: 3+ years of experience in EIR operations, e-commerce, or a related field. Experience with leading teams in a fast-paced environment. Strong communication and negotiation skills, with the ability to manage vendor relationships. Familiarity with operational tools and software for data analysis, reporting, and customer relationship management. · Detail-oriented with strong organizational and multitasking abilities. · Willingness to learn and grow with us. · Self-starter with strong problem-solving skills. · Enthusiastic and resilient · Problem solving attitude · Ability to drive teams · Versatile to tackle different problems in the dynamic business world Why Join Karshini Artysun? Innovative Environment: Work in a dynamic and innovative company that encourages creativity and problem-solving. Career Growth: Opportunities for career advancement and personal development. Collaborative Culture: Be part of a collaborative and supportive team working toward shared goals. If you are a highly organized, data-driven, and results-oriented individual with a passion for e-commerce operations, we would love to have you on our team. Apply today to join Karshini Artysun Private Limited and help us grow! Job Types: Full-time, Permanent Pay: ₹600,000.00 - ₹900,000.00 per year Benefits: Cell phone reimbursement Health insurance Paid sick time Paid time off Provident Fund Schedule: Day shift Supplemental Pay: Yearly bonus Application Question(s): What is your current CTC? What is your expected CTC? Experience: Operations: 5 years (Required) Operations management: 3 years (Preferred) Location: Panchkula, Haryana (Preferred) Work Location: In person

About the Role We are looking for a proactive and performance-driven Operations Manager to lead our customer operations in a fast-growing Direct-to-Consumer (D2C) environment. You will be responsible for ensuring seamless customer experience, team performance, accurate reporting, and operational excellence across all service channels. This role calls for someone who thrives in a digital-first, customer-obsessed setup and is passionate about scaling efficient, tech-enabled operations. Key Responsibilities: 1. Team Performance Management Lead and mentor the customer support team to consistently meet SLAs across chat, email, and phone. Monitor team productivity, resolve escalations, and ensure timely issue resolution. Implement performance tracking systems and conduct regular reviews. 2. Customer Satisfaction & Quality Assurance Drive high-quality, personalized customer interactions. Improve CSAT, NPS, and First Contact Resolution (FCR) through training and root-cause analysis. Reduce churn by proactively addressing repeat complaints and gaps in service. 3. Process & Workflow Optimization Streamline customer support workflows using automation tools and SOPs. Collaborate with product, tech, and logistics teams to close operational gaps. Identify and implement tools that improve resolution time and team efficiency 4. Reporting & Data Accuracy Ensure data-driven operations by maintaining accurate, real-time dashboards and reports. Provide insights to leadership on support trends, bottlenecks, and improvements. Own the performance reporting cadence (daily, weekly, monthly). What We’re Looking For: Bachelor's degree (MBA preferred) 7+ years in operations or customer experience, preferably in a D2C or e-commerce setup Deep understanding of customer behaviour in digital retail Experience with CRM platforms and reporting tools (Excel, Google Data Studio, etc.) Analytical mind-set with strong communication and leadership skills Experience with process automation and scaling support operations is a plus Why Join Us? Be part of a high-growth, digital-first consumer brand Work with a young, energetic team passionate about great customer experiences Opportunity to shape the customer journey at a brand that values operational excellence. Job Types: Full-time, Permanent Pay: ₹30,000.00 - ₹50,000.00 per month Benefits: Cell phone reimbursement Health insurance Paid sick time Paid time off Provident Fund Schedule: Day shift Ability to commute/relocate: Panchkula, Haryana: Reliably commute or planning to relocate before starting work (Required) Application Question(s): Current CTC Expected CTC Experience: D2C: 5 years (Preferred) Work Location: In person