Manager - Operations - B2B Procurement eCommerce Startup

Manager - Operations | Ratan Tata backed e-comm Startup

- Founded by a former Google leadership team member with experience in building global products and running sales across Asia, the company is an e-commerce company specializing in B2B procurement of industrial products. The business model of the company got further validation when Mr. Ratan Tata picked up a stake in it. It has also raised a pre-Series A funding from Accel Partners and Jungle Ventures. The funds are being used to enhance the technology platform, build a deep supplier base as well as increase marketing spends across Asia.

As Manager Operations, you Key Responsibilities include :

- Establish efficient, cost effective and scalable processes for operations and support with a focus on 'Customer delight'.

- Manage and lead 'Continuous System Improvements' around technical support and services to achieve the objectives and goals to support the organizational vision.

- Ensure process and reporting compliance along with building required intelligence in operations as per regulations.

- Mitigate operational risks through reconciliation.

- Enable smooth execution of large scale tranactions.

- Evolve the overall QA process supported by business cases and strategic rationale

- Lead the initiatives around service, CRM and automation.

- Implement directives, enforce standards and operating procedures and build Tracking Systems,Scorecards & Ops Controls for Service, Quality, Efficiency, Productivity, Cost, Customer Service & other metrics

- Ensure smooth and efficient functioning around client servicing, vendor management and call center.

- Develop mechanism for process improvement, continuous feedback and process productivity

- Provide leadership to Customer Support team and ensure all buyer/ seller issues are resolved on time.

- Ensure targeted service and performance standards are achieved or exceeded

- Establish and manage communication channels within and among departments-being the liaison to provide customer feedback to the Management Team

- Monitor progress of requests for support and ensure users and other interested parties are kept informed

- Coordinate and manage outside vendors, contract negotiations, licensing, maintenance contracts and service level agreements

- Run a SLA based service for Incident and Problem management

- Maintain relationship with vendors and sellers

- Oversee logistical support and operations

Candidate Profile :

- At least 1 year of prior experience of running customer service/ logistics/ project management independently with minimal supervision

- Technical expertise in servicing and analyzing existing systems for any technical issues

- Knowledge of operations from e-commerce background

- Knack of engaging with internal and external stakeholders akin to relationship management

- Ability to handle scale of transactions and large ticket size around TAT

- Proven record of executing best CRM internally and externally

- Experience in a B2C operations is a strong advantage.

- Very strong analytical skills, Communication skills and Presentation skills

- Ability to take complex information and summarize for a broad audience of executives, professionals,and field representatives

- Proactive, disciplined, individual who can drive results and well versed with Service Delivery processes

- Dynamic, energetic, motivated, positive outlook with the ability to multi-task and work under pressure

- Ability to recommend system solutions and upgrades in line with user and business requirements and Company IT strategy