Senior Ecommerce Operation Manager

Job Description – Lead, Operations (E-commerce, Marketplace & Warehouse)Role PurposeThe Lead – Operations will be responsible for managing BIBA’s end-to-end operations across e-commerce, marketplace, and warehouse functions . This includes order flow management, inventory control, SLA adherence, logistics & returns, and customer service. The role will ensure smooth integration between warehouse and digital platforms while driving operational efficiency, cost optimization, and customer satisfaction.Key Responsibilities1. E-commerce & Marketplace OperationsOversee order flow from system integration to final delivery across BIBA.com and external marketplaces (Myntra, Amazon, Ajio, Flipkart, Nykaa, etc.).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 orders2. Warehouse Operations ManagementManage 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 hoursZero-stock/PNA case closure: within 24 hoursProductivity (orders per person per day) – as per benchmark3. Logistics & Returns ManagementSupervise 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%4. Customer Service & Ticket TrackingOversee 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 / 55. Team Leadership & Stakeholder ManagementLead 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.Metrics:100% timely KRA reviewsTraining hours per team member per quarter: ≥ 12Team attrition rate: ≤ defined benchmarkQualifications & SkillsGraduate/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 RoleSeamless 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.