Description:

Role Summary

The Operations Manager will be responsible for managing and optimizing end-to-end e-commerce operations across multiple sales channels. This role requires ownership of order management, fulfillment, logistics coordination, inventory control, vendor management, and continuous process improvement to ensure high service levels, operational efficiency, and customer satisfaction.

The position demands a hands-on, execution-focused professional who can operate in a fast-paced environment while building scalable operational frameworks.

Key Responsibilities:

1. End-to-End E-Commerce Operations

- Own complete order lifecycle management including order processing, fulfillment, shipping, returns, and cancellations across D2C platforms and third-party marketplaces.

- Ensure seamless coordination between internal teams and external partners to maintain service quality and delivery timelines.

- Monitor daily operational performance and address exceptions, escalations, and customer-impacting issues.

2. Inventory, Warehousing & Fulfillment

- Manage inventory flow across warehouses and sales channels to ensure optimal stock availability and accuracy.

- Coordinate with warehousing partners for inbound, storage, picking, packing, and dispatch operations.

- Implement inventory control measures to minimize stock discrepancies, aging inventory, and losses.

3. Logistics & Partner Management

- Coordinate with courier and logistics partners to ensure timely deliveries, reverse logistics, and issue resolution.

- Track logistics performance metrics such as delivery TAT, RTO, and first-attempt delivery success.

- Support negotiations, onboarding, and performance reviews of logistics and fulfillment partners.

4. Process Excellence & SOP Development

- Design, document, and implement SOPs for e-commerce operations, fulfillment, returns, and reconciliation processes.

- Identify operational gaps and drive automation, system improvements, and workflow optimization.

- Ensure adherence to defined processes and governance standards across teams and partners.

5. Performance Tracking & Data Analytics

- Define and track key operational KPIs including order accuracy, fulfillment TAT, cancellations, returns, inventory accuracy, and cost per order.

- Prepare daily, weekly, and monthly MIS reports and dashboards for leadership review.

- Provide actionable insights to improve efficiency, cost control, and customer experience.

6. Financial Reconciliation & Reporting

- Manage vendor billing, courier invoices, warehouse charges, and monthly reconciliations.

- Coordinate with finance teams to ensure accurate cost tracking and timely closures.

- Support budgeting and cost-optimization initiatives related to logistics and fulfillment.

7. Team Leadership & Stakeholder Coordination

- Lead and mentor a small operations team, ensuring accountability and performance excellence.

- Collaborate closely with customer support, technology, sourcing, marketing, and finance teams.

- Act as a central operations point of contact for internal stakeholders and external partners.

Key Skills & Competencies:

- Strong understanding of e-commerce operations and supply chain workflows

- Process-driven mindset with attention to detail and execution excellence

- Analytical skills with the ability to convert data into operational insights

- Strong communication, coordination, and stakeholder management abilities

- Ability to manage multiple priorities in a fast-paced, high-ownership environment

Required Experience:

- 3 to 6 years of hands-on experience in e-commerce operations, supply chain operations, logistics, or brand operations.

- Proven exposure to managing order fulfillment, inventory, warehousing, and courier operations.

- Experience working with D2C platforms and online marketplaces.

- Prior experience in startup or high-growth environments is preferred.

Required Qualifications:

- Bachelors degree in Operations Management, Supply Chain, Logistics, Business Administration, or a related field.

- Postgraduate degree or certification in Operations, Supply Chain, or Analytics is an added advantage.

- Proficiency in Excel / Google Sheets and operational dashboards is mandatory.

- Hands-on experience with e-commerce platforms or OMS/WMS tools (e.g., Shopify, Unicommerce, or similar systems) is preferred.