E - Commerce Operations Lead - Delhi (Lajpat Nagar)

We have an opening for the position of E-Commerce Operations Lead for a Reputed Company at the Delhi (Lajpat Nagar) location.

Roles and responsibilities :

• Process orders from own websites and other marketplaces in accordance with SLA and laid down procedures from respective warehouses
•  Monitor and ensure said orders are dispatched within the SLA agreed upon and in line with sleepy owl customer experiences
•  Create rider routes daily to accommodate orders that are to be covered in Delhi NCR complete with manifest handover and reconciliation of order vs delivery attempts at the end of the day
•  Manage subscription orders through direct contact with customers or through the CX team to inform them about the status of subscription orders, shipped orders, and/ or renew subscriptions of expired customers in due time
•  Drive demand alignment process month on month between marketing and supply team complete with weekly check-ins. Cascade demand plans into planning tools by SKU- wh combination into expected DRR models to understand stock availability and drive improvement in stock% to 96%+ through regular deployment
• Consistently monitor overstocking and aging stock to rotate stock between wh hubs both FG and sleepy owl packaging materials
• Create a data dashboard to track shipments and their delivery attempts. Work with the CX team, customer, and courier to escalate and resolve non-delivered shipments and ensure delivery improving the first-attempt delivery rate
•  Resolve customer complaints within laid down SLA and in line with sleepy owl customer delight standards.
•  Build and draw insights from courier performance models to identify pin codes that need strengthening. Work along with sprocket and their fulfillment services to get those actioned
•  Verify incorrect weight and raise disputes to resolve them on time with partners. Verify invoices raised by courier companies and provide approval to finance for clearing within the payment terms.
•  COD reconciliation from rider routes and remittance to sleepy owl account from courier partner.
•  For Amazon and other marketplaces, drive availability across hubs and ensure on-time fulfillment / inward of stocks. Work with the growth team to understand growth levers and translate that into inventory planning and optimization
•  Identify applications and available tools to streamline workflows and work along with VP operations to implement newer ways of working in this setup. Build business context and able to provide correct recommendations to drive growth
•  Responsible for coaching and mentoring team members along with leading their performance
• Responsible for identifying and consistently optimizing for LM CPS and that to deliver through courier mix, network expansion and mode of transportation, and courier performance. Recommend and implement courier matrices driving performance up and cost down.
•  Work with the data analytics team to create a visualization of data and ensure reporting is on point.
• Engagement with peers and network in the same field to understand industry insights and farm those insights for sleepy owl

Key performance indicators

• In stock% 
• Average TAT O2D
• Ontime TAT O2D% 
• cost of poor quality%- dispatch, transportation, and packing 
• LM Cost per shipment 
• First attempt delivered% G. NPS Score

No. of working days: 6 days working

 Office timings :  10 am to 7:00 pm

Candidate Profile :

• Has worked in d2c operations setup managing website and other marketplace operations for a minimum of two years
• Has core skills in planning and logistics and is able to use them day in and day out in individual areas
• Displays EPIC behavior- entrepreneurial, passionate, integrity, impact-driven, communication Ninja
• Non-negotiable skill: data analysis in excel/ Google sheets, ability to streamline a lot of broken workflows through integrated sheets
• Attention to detail. Ability to convince stakeholders to ensure pov is heard and implemented
•  Lives for results and impact. Extreme high bias for action
• Always a learner

External stakeholders:

ship rocket, sprocket fulfillment, courier services, customers, Amazon transportation services, Flipkart services, and other marketplace services and their poc Internal stakeholders: planning, manufacturing, dispatch associates