Operations Lead

2 weeks ago

Jamshedpur Jharkhand, India Threecolts Full time

Operations Lead - 1P E-commerce Retail Marketplaces Location Jamshedpur India Salary 18LPA- 30LPA Role Overview We are seeking a dynamic and results-driven Head of Operations to lead our backend operations for global 1P e-commerce and retail marketplaces such as Amazon Walmart Target and others The role is pivotal in ensuring seamless post-sales execution service excellence and customer retention while managing a high-performing operations team The ideal candidate will bring deep expertise in marketplace operations account management service delivery and reporting with provenleadership skills to coach mentor and scale operational teams Key Responsibilities Marketplace Operations Management Oversee day-to-day backend operations across Amazon Walmart Target and other retail marketplaces Drive accuracy in order processing invoice reconciliation shortages claims management and compliance Establish and optimize Standard Operating Procedures SOPs for efficiency and scalability Coordinate with cross-functional teams Tech Finance Sales for end-to-end issue resolution Post-Sales Customer Lifecycle Lead all post-sales activities including Customer onboarding and handover from Sales Account management and periodic business reviews Service delivery and SLA adherence Renewal upsell and retention strategies Develop and track customer health scores and implement proactive engagement strategies Team Leadership Development Manage a team of account managers service delivery personnel and operations executives managers Set clear KPIs monitor performance and drive accountability Conduct coaching and upskilling sessions quarterly performance reviews and implement IDPs Individual Development Plans Foster a culture of continuous improvement ownership and problem-solving Process Excellence SLA Management Define and monitor Service Level Agreements SLAs including Response Time Resolution Time Reporting Accuracy Customer Retention and Upsell Cross Sell Implement automation dashboards and analytics to reduce manual dependency Drive cost efficiencies through lean operations and process optimization Reporting Analytics Deliver weekly monthly and quarterly reports to management and clients Track and present KPIs such as Customer NPS CSAT Churn rate and retention Operational efficiency metrics orders processed error rates turnaround times and other applicable metrics Provide insights to support decision-making client strategies and growth opportunities Performance Metrics KPIs Operational Efficiency SLA Adherence Customer Metrics Financial Metrics Team Metrics Required Skills Experience 7 years of experience in operations management with at least 2-3years in e-commerce retail marketplace operations Amazon Walmart Target preferred Proven success in post-sales account management service delivery and customer success Strong leadership experience managing teams of 15-30 members Data-driven mindset with proficiency in Excel BI tools CRM systems and marketplace dashboards Deep understanding of SLA management process automation and customer lifecycle metrics Excellent communication stakeholder management and problem-solving skills

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