Operations Lead - eCommerce

Description:

Our client is hiring a hands-on E-Commerce Operations Professional to manage end-to-end order fulfillment for a digital commerce business operating in a global market. This role is responsible for ensuring seamless execution of online ordersfrom order placement through production, dispatch, and final deliverywhile maintaining high standards of accuracy, turnaround time, and customer satisfaction. The position requires strong ownership, operational discipline, and close coordination with vendors, logistics partners, and cross-functional teams.

Key Responsibilities:

- Own and manage the complete e-commerce order lifecycle, including order intake, production coordination, quality checks, dispatch, shipping, and final delivery confirmation.

- Coordinate with third-party manufacturing, print-on-demand, and customization partners to ensure timely production and adherence to quality standards.

- Monitor daily order volumes, track fulfillment status, and proactively resolve issues related to delays, reprints, cancellations, returns, replacements, and escalations.

- Track and analyze key operational metrics such as order accuracy, turnaround times (TAT), service-level agreements (SLAs), and delivery performance.

- Manage orders using e-commerce platforms, order management systems (OMS), ERP tools, and operational trackers to ensure real-time visibility and data integrity.

- Collaborate with logistics and shipping partners to ensure efficient pickups, smooth last-mile delivery, and compliance with shipping timelines.

- Maintain detailed operational documentation including SOPs, trackers, performance reports, and exception logs.

- Coordinate closely with customer support, merchandising, finance, and technology teams to ensure seamless order execution and issue resolution.

- Communicate effectively with international stakeholders, providing clear updates and operational insights across time zones.

- Identify process gaps and contribute to continuous improvement initiatives aimed at scalability, cost efficiency, and enhanced customer experience.

Experience Requirements:

- 5 to 7+ years of experience in e-commerce operations, order fulfillment, supply chain, or logistics roles.

- Proven hands-on experience managing online order fulfillment for physical products in a high-volume e-commerce environment.

- Prior exposure to custom products, apparel, print-on-demand, or D2C e-commerce operations is highly preferred.

- Experience working with international markets or global e-commerce operations is an advantage.

Required Skills & Competencies:

- Strong execution-oriented mindset with a high level of ownership and attention to detail.

- Working knowledge of e-commerce platforms (e.g., Shopify or similar), OMS, ERP systems, and order tracking workflows.

- Solid understanding of e-commerce fulfillment processes including warehousing coordination, shipping, returns, and reverse logistics.

- Ability to manage multiple priorities in a fast-paced, deadline-driven digital commerce environment.

- Strong problem-solving, analytical, and decision-making skills.

- Excellent written and verbal communication skills in English.

- Comfortable working flexible hours or night shifts aligned with international time zones.

Educational Qualifications:

- Bachelors degree in Business Administration, E-Commerce, Operations Management, Supply Chain, or Logistics.

- Professional certifications in e-commerce operations, supply chain management, or logistics will be an added advantage.

Preferred Experience (Nice to Have):

- Experience working with global e-commerce brands or cross-border operations.

- Exposure to process optimization, SOP creation, workflow automation, or fulfillment analytics.

- Background in high-growth startups or fast-scaling D2C / marketplace-driven e-commerce businesses.