Manager - eCommerce Operations (5-9 yrs)
E commerce Operation - Mumbai
Operations Manager (OM) Responsibilities :
- The OM has responsibility for managing customer order activity through the order fulfilment cycle.
- Responds to customer inquiries by researching status for shipments, past dues and expedites.
- The position requires excellent verbal and written communication skills, and requires independent analysis, decision-making skills and using prior experience and knowledge of company policies and procedures to resolve non-standard problems.
- The OM has a significant impact to the financial management of TSC revenue stream.
- The individual is required to work with various departments and levels of management to resolve customer issues.
- The OM Manager will demonstrate expertise in problem solving, bringing new ideas and creative solutions to existing processes and issues.
- This individual will act as a mentor by providing leadership and expertise within the department.
- The OM Manager will also serve as an escalation point to assist in resolving issues with orders.
- Provide inspired leadership for the organization.
- Develop, implement, and review operational policies and procedures.
- Assist HR with recruiting when necessary.
- Coaching, mentoring team of 10-12 members.
- Should assign smart and measurable KPIs to team and run monthly performance cycle.
- Responsible for timely order confirmation, order processing.
- Ensure timely dispatch, follow-up with customer and internal stakeholders till delivery.
- Resolving dispatch and in-transit challenges.
- Arranging installations & addressing customer concerns with the product.
- Ensure 100% timely reverse from customers.
- Should manage integrations and partnerships with OMS vendors.
- Make important policy, planning, and strategy decisions.
- Oversee budgeting, reporting, planning, and auditing.
- Should resolve process and system gaps proactively.
- Improve data management and data storage.
- Upfront communication with cross-functional teams.
- Identify and address problems and opportunities for the company.
- Build alliances and partnerships with other organizations.
- Support worker communication with the management team.
- Ensure adherence to the Service Level Agreements as informed to the customer.
- Work towards continuous improvement for serving all customers within the stated service delivery times across the city
- Liaison with customer relationship team to ensure seamless customer experience
- Monitoring and evaluation of all order issues
- Ensuring an appropriate order flow with the compliance to organizational policies
- Monitoring and evaluation of all orders and sales processes as well as preparation of order reports
Operations Manager Requirements :
- Bachelor's degree in operations management or related field.
- 5 years+ Experience in management, operations, and leadership.
- Understanding of Order management, booking, dispatch planning, return-reverse.
- Ability to build consensus and relationships among managers, partners, and employees.
- Excellent communication skills.
- Solid understanding of end to end order management & fulfilments.
- Achievement focused and able to work in a direct and often pressurized environment.
- Strong track record of managing supply chains in a fast-paced ecommerce environment.
- Tech savvy and knowledgeable in current trends, innovations and best practices in e-commerce, Supply Chain and DTC.
- Experience managing fulfilment partners and vendors.
Note to HR :
- Min 5 year experience in similar segment.
- Should join within 30 days or early.
- We can offer between 9L-14L max to the right candidate.
- Local language mandate.
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