Operations Manager– Marketplace

3 days ago

Surat, India GEMGEM Full time

Location: Surat (Gujarat), India (Onsite)

Job Type: Full-Time

Experience Level: 3 to 6 years

Salary range: CTC ₹7.5 – ₹10 LPA

About Us:

GEMGEM is a premium, AI-enabled online marketplace for pre-owned fine jewelry. We are transforming the way people buy and sell authenticated, high-value jewelry through a trusted and transparent platform. Backed by industry experts and run by a diverse global team, we're now hiring a reliable Operations Lead
to support our growth from the frontlines.


Role Overview:

As our operations Manager, you'll take full ownership of day-to-day marketplace operations. You'll manage end-to-end shipping, logistics, customer service, and cross-functional coordination with urgency, accountability, and clarity. This is a
hands-on, execution-focused
role—not a back-office admin position.


Key Responsibilities:

  1. Shipping & Fulfillment

  2. Coordinate domestic and international shipments via FedEx, ParcelPro, DHL, etc.

  3. Secure competitive logistics and insurance rates.

  4. Ensure timely pickup, authentication, and delivery of items.

  5. Customer Service Oversight

  6. Monitor and ensure prompt CS responses, including on weekends.

  7. Supervise CS team outputs and implement SOPs/templates for speed and consistency.

  8. Operational Execution

  9. Follow through all operations-related ClickUp tasks to closure.

  10. Proactively escalate issues and prevent delays or miscommunications.

  11. Work with cross-functional teams (product, QA, CS, logistics) to streamline flows.

  12. Process Ownership

  13. Suggest improvements, plug gaps, and lead the execution of process enhancements.

  14. Handle reporting, documentation, and basic vendor/account management (e.g., ParcelPro portals).


Requirements:

  • 3–6 years of experience in operations, fulfillment, or logistics (eCommerce or marketplace preferred).
  • Proven ability to
    take ownership and execute
    with minimal supervision.
  • Strong communication and coordination skills.
  • Experience using tools like ClickUp, Zoho Vault, or similar.
  • Fluent in English; Gujarati or Hindi a bonus.
  • Based in Surat and available for full-time on-site work.


What We Offer:

  • Competitive salary based on experience CTC (₹7.5–₹10 LPA)
  • Direct impact on a fast-scaling international marketplace
  • Transparent, no-nonsense startup culture with high expectations and high trust
  • Learning opportunities and exposure to global operations

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