Ecommerce Operations Lead

1 day ago

Faridabad, Haryana, India beBeeOperations Full time ₹ 5,00,000 - ₹ 8,00,000

Job Title: Senior Ecommerce Manager

About the Role

This leadership position is responsible for overseeing end-to-end operations across e-commerce, marketplace, and warehouse functions. The ideal candidate will have a proven track record in optimizing warehouse efficiency, ensuring seamless order management, and delivering exceptional customer service.

Main Responsibilities
  • E-commerce and Marketplace Operations
  • Oversee order flow from system integration to final delivery across various marketplaces.
  • Ensure product listings, pricing, and stock synchronization are accurate across channels.
  • Drive SLA adherence for order confirmation, cancellations, dispatch, and delivery.
  • Minimize penalties and chargebacks by ensuring proactive compliance with marketplace policies.
  • Warehouse Operations Management
  • Manage inbound, storage, and outbound processes ensuring accuracy and efficiency.
  • Monitor picking, packing, and dispatch quality for e-commerce & marketplace orders.
  • Conduct daily manpower productivity analysis and align resources to volumes.
  • Ensure real-time inventory accuracy and zero stockouts for active SKUs.
  • Logistics and Returns Management
  • Supervise consignment handovers to courier/logistics partners.
  • Resolve in-transit and delivery-related escalations.
  • Drive returns management efficiency to reduce losses and improve resale cycles.
  • Customer Service and Ticket Tracking
  • Oversee query and complaint resolution linked to e-commerce and warehouse orders.
  • Track ticketing dashboards to ensure timely closure and escalate recurring issues.
  • Collaborate with cross-functional teams (warehouse, logistics, tech, customer care) to improve root causes.
Key Performance Indicators
  • Seamless order management across e-commerce & marketplaces with ≥ 98% SLA adherence.
  • Warehouse efficiency delivering ≥ 99% inventory accuracy and ≤ 24 hrs fulfillment TAT.
  • Optimized logistics & returns with minimal penalties and RTO ≤ 5%.
  • Superior customer service and ticket tracking delivering CSAT ≥ 4.5.
Requirements
  • Graduate/Postgraduate with 8–12 years of experience in operations (retail, e-commerce, warehouse, or logistics).
  • Strong knowledge of WMS, OMS, ERP, and marketplace platforms.
  • Proven track record in warehouse optimization, order fulfillment, and SLA-driven e-commerce operations.
  • Excellent leadership, vendor management, and problem-solving skills.
  • Strong customer orientation with ability to translate operational excellence into service quality.
What We Offer
  • A dynamic work environment that fosters growth and development.
  • Opportunities for professional advancement and skill enhancement.
  • A collaborative team culture that values innovation and teamwork.

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