Head of Operations-Ecommerce

3 days ago

Jamshedpur, India Cedcoss Technologies Full time

Job Description Key Responsibilities: Marketplace Operations Management: - Oversee daily backend operations across Amazon, Walmart, Target, and other marketplaces. - Ensure accuracy in order processing, invoice reconciliation, shortage management, claims, and compliance. - Establish and optimize Standard Operating Procedures (SOPs) to enhance efficiency and scalability. - Coordinate with cross-functional teams (Tech, Finance, Sales) for end-to-end issue resolution. Post-Sales Customer Lifecycle: - Lead customer onboarding, account management, business reviews, and SLA adherence. - Implement renewal, upsell, and retention strategies. - Develop and track customer health scores and proactively engage customers to improve satisfaction. Team Leadership & Development: - Manage a team of account managers, service delivery personnel, and operations executives/managers. - Set KPIs, monitor team performance, and drive accountability. - Conduct coaching, upskilling sessions, and quarterly performance reviews; implement Individual Development Plans (IDPs). - Promote a culture of continuous improvement, ownership, and problem-solving. Process Excellence & SLA Management: - Define and monitor SLAs including Response Time, Resolution Time, Reporting Accuracy, Customer Retention, and Upsell/Cross-Sell metrics. - 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 report KPIs such as Customer NPS/CSAT, churn rate, retention %, operational efficiency (orders processed, error rates, turnaround times). - Provide insights to support decision-making, client strategies, and growth opportunities. Required Skills & Experience: - 9+ years in operations management with 5+ years in e-commerce or 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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