Business Operations Manager - Product Domain

Key Responsibilities:

Post-Order Operations Management:

- Oversee the entire post-order process, from order confirmation to final delivery and customer satisfaction.

- Coordinate with sellers, logistics partners, and customer service teams to ensure timely order fulfillment and issue resolution.

Financial Reconciliation & Settlement:

- Manage financial reconciliations, settlements, and payouts between the platform, sellers, and logistics providers.

- Ensure accuracy in transaction records, refunds, and disputes while maintaining compliance with DigiHaat standards.

Customer Experience & Journey Management:

- Ensure a seamless customer journey post-order placement, including real-time tracking, order updates, and proactive communication.

- Analyze customer feedback and implement improvements to enhance post-order satisfaction.

Issue & Grievance Management:

- Develop and oversee a structured grievance redressal mechanism for handling escalations effectively.

- Liaise with sellers, logistics, and customer support teams to resolve disputes related to orders, payments, refunds, and service levels.

Operational Efficiency & Process Optimization:

- Continuously improve order management workflows, reducing turnaround time and operational inefficiencies.

- Work with tech and product teams to enhance platform functionalities for better operational control and visibility.

Compliance & Policy Adherence:

- Ensure adherence to DigiHaat guidelines and platform policies.

- Monitor service-level agreements (SLAs) with all stakeholders, including sellers, logistics, and payment providers.