E-commerce Operations Executive

5 days ago

Rajouri Garden Delhi Delhi, India IT Solutions Full time

The E-Commerce Operations Executive will be responsible for driving continuous improvement in the customer/user experience across all operational areas. You will work with product owners, project managers, and suppliers to ensure we have the systems, processes, and information required to achieve this.
- Take full ownership for key activities and projects; scoping out the associated work, stakeholders and required resources, whilst managing the timeline against key milestones
- Drive project work and conversations to ensure all key activities and projects are delivered on time, whilst communicating roadblocks until they have been resolved
- Take ownership for communicating progress/updates/challenges for key activities and projects to key stakeholders within the team
- Manage stakeholders (Project Managers/Business Owners) relationships effectively to ensure they are clear on the status of any Customer Operations actions/challenges/progress for any business wide projects
- Train, coach and develop new Operation Assistants to understand and take ownership for the relevant processes and systems
- Prepare meaningful, concise, and clear proposals and/or updates to drive business change/improvements
- Facilitate workshops and review data to identify opportunities for continual improvement
- Detail requirements by journey mapping and scoping the optimum customer and employee experience
- Organise and lead the thorough testing of any new systems, processes or training material to ensure the solution is fit for purpose, and defects or issues can be resolved before roll out
- Organise, prepare and review training content and material with the customer / user viewpoint in mind
- Lead change management such as the implementation of new systems or ways of working, and monitor until this change becomes business as usual
- Proactively identify performance gaps and highlight potential solutions to improve the quality of service given to our customers
- Support the Operations Assistants to generate engaging and action focused reports to share with the team and our stakeholders
- Own the continual improvement of processes; ensuring they are up to date, efficient, fit for purpose, clearly documented, and communicated to the relevant teams
- Develop and maintain excellent working relationships with key contacts across the business such as IT, Buying, Fulfilment, Content, Trade, and UX as well as external contacts such as Farfetch, Zendesk and Brand / Fulfilment Partners.

**Salary**: ₹10,056.98 - ₹20,000.00 per month

Schedule:

- Day shift

Supplemental pay types:

- Overtime pay
- Performance bonus
- Quarterly bonus
- Yearly bonus

Ability to commute/relocate:

- Rajouri Garden, Delhi - Delhi, Delhi: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- E-commerce: 1 year (preferred)
- total work: 1 year (preferred)

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