Operations Manager

Job Title:
Operations Manager

Location: Kolkata / Onsite

Type: Full-TimeAbout Us

We are a growing B2C website focused on delivering exceptional value and experience to our customers. With over 27 years of presence and millions of users worldwide, we are scaling rapidly and strengthening our internal processes to meet global standards of reliability, compliance, and trust.

We are seeking a proactive and detail-oriented Operations Manager who will oversee the smooth functioning of daily business operations, ensure platform quality, and safeguard compliance. This role requires strong organizational skills, cross-functional collaboration, and a problem-solving mindset to manage both the tactical and strategic aspects of operations.

Key Responsibilities:

1.
Website Quality Assurance & Monitoring

1. Conduct routine testing of website features, flows, and content for performance, accuracy, usability, and cross-browser/device compatibility.

2. Utilize tools such as BrowserStack, Google Lighthouse, GTmetrix, and WebPageTest to validate Core Web Vitals and performance benchmarks.

3. Maintain a structured QA checklist and escalate issues promptly to the technology team.

4. Oversee version rollouts and post-release monitoring to minimize downtime or errors.

2.
Bug Identification, Tracking & Resolution

1. Proactively identify functional or UI/UX issues and maintain clear documentation.

2. Use platforms such as Jira, Trello, or Asana to manage bug tracking, assign ownership, and follow through to closure.

3. Collaborate closely with engineering and design teams to ensure timely fixes and regression testing.

3.
Customer Support & Communication Management

1. Oversee the support mailbox and ensure all customer queries are acknowledged and resolved within SLA timelines.

2. Work with relevant internal teams (product, engineering, marketing) to provide accurate solutions.

3. Track common issues and feedback to identify patterns for improvement.

4. Create support response templates to ensure tone, consistency, and professionalism in communication.

4.
Misuse, Fraud & Policy Monitoring

1. Monitor user behavior and transactions to detect unusual activity, fraud attempts, or policy violations.

2. Implement automated misuse detection alerts where possible.

3. Coordinate with compliance/legal teams to take corrective actions.

4. Maintain user trust and platform integrity by enforcing transparent and fair policies.

5.
Copyright, Content & Compliance Oversight

1. Review user-generated and internal content to ensure it aligns with copyright law, licensing agreements, and platform policies.

2. Ensure all assets adhere to brand guidelines and regulatory compliance requirements.

3. Work with content and legal teams to resolve copyright disputes or takedown requests.

6.
Email Delivery Assurance

1. Monitor the deliverability of all email types (transactional, promotional, system).

2. Use tools such as Mailchimp, SendGrid, Postmark, KumoMTA, or SMTP dashboards to measure bounce, spam, and open rates.

3. Ensure compliance with email authentication protocols (SPF, DKIM, DMARC) to maintain sender reputation.

4. Work with marketing to optimize campaign deliverability and inbox placement.

7.
Alerts, Notifications & Incident Management

1. Set up automated alerts for uptime, broken links, spikes in bounce rates, user abuse flags, or support backlog.

2. Use monitoring tools such as Uptime Robot, StatusCake, Pingdom, Google Alerts or internal dashboards.

3. Maintain an incident response plan and act as the first escalation point for critical issues.

4. Document and review incidents to ensure long-term prevention.

8.
Process & Performance Reporting

1. Develop dashboards and reports for leadership on KPIs such as uptime %, bug resolution rate, average support response time, email deliverability %, and content compliance checks.

2. Recommend operational improvements based on data trends.

3. Present weekly/monthly performance updates to leadership.

9.
Team Collaboration & Vendor Management

1. Collaborate with cross-functional teams including Technology, Product, Marketing, Design, and Legal.

2. Manage external vendors or SaaS partners for monitoring, security, and delivery tools.

3. Negotiate SLAs with vendors and track their compliance.

10.
Risk & Compliance Management

1. Identify operational risks related to downtime, compliance, fraud, or customer dissatisfaction.

2. Implement preventative measures and contingency plans.

3. Ensure GDPR, CAN-SPAM, and other relevant digital compliance requirements are met.

Requirements

• Education: Bachelor's degree in Business Administration, Information Technology, Operations Management, or related field. Master's degree preferred.

• Experience: Minimum 3-4 years in operations, website QA, or digital platform management (B2C preferred).

Technical Knowledge:

• Website testing tools (BrowserStack, Google Lighthouse, Hotjar, WebPageTest).

• Support/ticketing systems (Zendesk, Freshdesk, Jira Service Desk).

• Email systems and deliverability basics (SMTP, SPF/DKIM/DMARC, Mailchimp, SendGrid).

• Analytics platforms (Google Analytics, GA4, Data Studio, Mixpanel).

Skills:

• Strong organizational skills with the ability to manage multiple tasks and deadlines.

• Excellent problem-solving and critical thinking.

• Strong verbal and written communication.

• Attention to detail with a structured, process-driven approach.

• Ability to handle confidential information with discretion.