E-commerce Operations Manager

16 hours ago

Kolkata, West Bengal, India Sevora Technologies Full time US$ 90,000 - US$ 1,20,000 per year

About Sevora

Sevora is a luxury fashion and lifestyle Try Before You Buy eCommerce marketplace, redefining how premium shopping is experienced in India. Customers can explore multiple curated products, try them at home with stylist assistance, and purchase only what they love. With a unique Try Before You Buy model, Sevora blends convenience, personalization, and luxury service standards.

Role Overview

We are looking for a seasoned E-commerce Operations Manager to take full ownership of Sevoras operational backbone. This role focuses on P&L, logistics, and execution, ensuring seamless operations for our unique "Try Before You Buy" model. The candidate will be responsible for managing end-to-end delivery and reverse logistics, building SOPs, driving operational efficiency, and maintaining Sevora's luxury service promise.

Key Responsibilities

Operational Excellence & Logistics

  • Own the full order lifecycle: request stylist-assisted delivery at-home trial purchase/return.
  • Manage delivery and reverse logistics, ensuring efficiency, speed, and security.
  • Build and enforce SOPs to standardize Sevora's "Try Before You Buy" model.
  • Coordinate with logistics partners and in-house delivery teams to optimize routes, turnaround time, and service quality.

Financial Accountability (P&L Ownership)

  • Manage and monitor operational P&L, balancing costs (last-mile delivery, reverse logistics, packaging) with profitability.
  • Optimize cost-to-serve without compromising on luxury service.
  • Track and report KPIs such as:
  • On-time delivery & pickup rate
  • Trial-to-purchase conversion
  • Return % vs. purchase %
  • Customer retention & satisfaction scores
  • Operational cost per order

Customer Experience & Service Quality

  • Ensure flawless execution of Sevora's luxury customer journey, including stylist-assisted trials.
  • Work with customer support and fashion consultants to deliver a premium, personalized service.
  • Handle escalations and build systems for continuous improvement in customer satisfaction.

Process Innovation & Scalability

  • Implement automation and technology tools to improve efficiency.
  • Build a strong in-house operations team and define clear roles & responsibilities.
  • Develop processes that are scalable as Sevora expands categories and city presence.

Key Skills & Qualifications

  • Bachelor's/Master's in Business, Operations, Supply Chain, or related fields.
  • 5–10 years of experience in e-commerce operations, preferably in multi-vendor marketplaces.
  • Strong track record in P&L ownership and operational cost management.
  • Expertise in logistics, reverse logistics, and last-mile delivery models.
  • Analytical mindset with ability to use data for process optimization.
  • Leadership skills with experience managing cross-functional teams.
  • Customer-first mindset, ideally with exposure to fashion/luxury retail.

Why Join Sevora?

At Sevora, you'll lead operations for India's first luxury "Try Before You Buy" ecommerce marketplace with full ownership of execution and profitability. You'll design scalable systems that transform luxury shopping while building one of the most innovative e-commerce experiences in the market.

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