Head of Ecommerce Operations

Role Overview

We are seeking a dynamic and results-driven Head of Operations to lead our backend operations for global 1P e-commerce and retail marketplaces such as Amazon, Walmart, Target, and others. The role is pivotal in ensuring seamless post-sales execution, service excellence, and customer retention while managing a high-performing operations team. The ideal candidate will bring deep expertise in marketplace operations, account management, service delivery, and reporting with proven leadership skills to coach, mentor, and scale operational teams.

Key Responsibilities

1. Marketplace Operations Management

Oversee day-to-day backend operations across Amazon, Walmart, Target, and other retail marketplaces. Drive accuracy in order processing, invoice reconciliation, shortages, claims management, and compliance. Establish and optimize Standard Operating Procedures (SOPs) for efficiency and scalability. Coordinate with cross-functional teams (Tech, Finance, Sales) for end-to-end issue resolution.

2. Post-Sales Customer Lifecycle

Lead all post-sales activities, including: Customer onboarding and handover from Sales. Account management and periodic business reviews. Service delivery and SLA adherence. Renewal, upsell, and retention strategies. Develop and track customer health scores and implement proactive engagement strategies.

3. Team Leadership & Development

Manage a team of account managers, service delivery personnel and operations executives/managers.

Set clear KPIs, monitor performance, and drive accountability.

Conduct coaching and upskilling sessions, quarterly performance reviews, and implement IDPs (Individual Development Plans).

Foster a culture of continuous improvement, ownership, and problem-solving.

4. Process Excellence & SLA Management

Define and monitor Service Level Agreements (SLAs), including: Response Time, Resolution Time, Reporting Accuracy, Customer Retention and Upsell/Cross Sell Implement automation, dashboards, and analytics to reduce manual dependency. Drive cost efficiencies through lean operations and process optimization.

5. Reporting & Analytics

Deliver weekly, monthly, and quarterly reports to management and clients.

executives/managers. Set clear KPIs, monitor performance, and drive accountability. Conduct coaching and upskilling sessions, quarterly performance reviews, and implement IDPs (Individual Development Plans). Foster a culture of continuous improvement, ownership, and problem-solving.

4. Process Excellence & SLA Management

Define and monitor Service Level Agreements (SLAs), including: Response Time, Resolution Time, Reporting Accuracy, Customer Retention and Upsell/Cross Sell Implement automation, dashboards, and analytics to reduce manual dependency.

Drive cost efficiencies through lean operations and process optimization.

5. Reporting & Analytics

Deliver weekly, monthly, and quarterly reports to management and clients.

Track and present KPIs such as Customer NPS / CSAT, Churn rate and retention %,

Operational efficiency metrics (orders processed, error rates, turnaround times) and other applicable metrics.

Provide insights to support decision-making, client strategies, and growth opportunities.

Performance Metrics (KPIs)

● Operational Efficiency

● SLA Adherence

● Customer Metrics

● Financial Metrics

● Team Metrics

Required Skills & Experience

● 8–12+ years of experience in operations management, with at least 5 years in e-commerce/retail marketplace operations (Amazon, Walmart, Target preferred).

● Proven success in post-sales account management, service delivery, and customer success.

● Strong leadership experience managing teams of 15–30 members.

● Data-driven mindset with proficiency in Excel, BI tools, CRM systems, and marketplace dashboards.

● Deep understanding of SLA management, process automation, and customer lifecycle metrics.

● Excellent communication, stakeholder management, and problem-solving skills.