Senior Operations Leader

1 week ago

Faridabad, Haryana, India beBeeOperationsManager Full time ₹ 1,00,00,000 - ₹ 1,50,00,000

Job Description

The Senior Operations Manager will oversee the end-to-end operations of e-commerce, marketplace, and warehouse functions.

This includes managing order flow, inventory control, SLA adherence, logistics & returns, and customer service.

Key Responsibilities

  • Oversee order flow from system integration to final delivery across e-commerce platforms and external marketplaces.
  • Ensure product listings, pricing, and stock synchronization are 100% accurate across channels.
  • Drive SLA adherence for order confirmation, cancellations, dispatch, and delivery.
  • Minimize penalties/chargebacks by ensuring proactive compliance with marketplace policies.

Metrics:

  • Order SLA compliance: ≥ 98%
  • Catalog & stock sync accuracy: ≥ 99%
  • Penalty/chargeback incidence: ≤ 1% of total orders

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.

Metrics:

  • Inventory accuracy: ≥ 99%
  • Order fulfillment TAT (pick-pack-ship): ≤ 24 hours
  • Zero-stock/PNA case closure: within 24 hours
  • Productivity (orders per person per day) – as per benchmark

Logistics & 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.

Metrics:

  • On-time delivery: ≥ 97%
  • RTO (Return to Origin) rate: ≤ 5%
  • Returns processed within TAT: ≥ 95%

Customer Service & 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.

Metrics:

  • Ticket closure SLA: ≥ 98%
  • Complaints resolved within SLA: ≥ 95%
  • Customer Satisfaction Score (CSAT): ≥ 4.5 / 5

Team Leadership & Stakeholder Management

  • Lead a team across warehouse, logistics, and e-commerce operations.
  • Set KRAs, review performance, and drive accountability.
  • Collaborate with merchandising, retail, VM, and finance teams to align business priorities.

Qualifications & Skills

  • 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.

Overall KRAs for the Role

  • 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.
  • High-performing team with measurable productivity and capability growth.

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