Head of Operations-Ecommerce

2 weeks ago

Jamshedpur, Jharkhand, India Cedcoss Technologies Full time

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.

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 metrices.

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

Required Skills & Experience

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.

  • Head of Ecommerce Operations

    1 week ago

    Jamshedpur, Jharkhand, India CEDCOSS Technologies Private Limited Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Role OverviewWe 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...

  • Plant Head

    2 days ago

    Jamshedpur, Jharkhand, India Resustainability Full time

    Role & responsibilities:Managing the treatment process at ETPs/CETPs/ZLD to meet treated water norms on a continuous basisReview present process and operating systems and take steps to de-bottleneck plant operations wherever possible.Liaison with PCB/Client/ConsultantsQuality controlTroubleshooting in the process and maintain clean and safe plant.Supervise...

  • Financial Controller

    2 weeks ago

    Jamshedpur, Jharkhand, India RHI Magnesita Full time ₹ 20,00,000 - ₹ 25,00,000 per year

    Plant Finance ControllerFull-time position based at our Jamshedpur PlantCandidate should be willing for an opportunity to work for as leader and join a growing team. He should be open-minded; proactive, hands-on performance driven. Candidate should have experience leading a talented team in manufacturing Industry.In addition, you have:Minimum qualification:...

  • Financial Reporting Prof Experienced

    2 weeks ago

    Jamshedpur, Jharkhand, India RHI Magnesita Full time

    Fully On-SitePlant Finance ControllerFull-time position based at our Jamshedpur PlantCandidate should be willing for an opportunity to work for as leader and join a growing team.He should be open-minded; proactive, hands-on performance driven.Candidate should have experience leading a talented team in manufacturing Industry.In addition, you have: Minimum...

  • Site Incharge

    3 days ago

    Jamshedpur, Jharkhand, India Wastech Full time

    Job Title: Site Incharge – Biomining SiteLocation: TATA, JamshedpurCompany: GG Wastech Pvt. Ltd.Salary Range: ₹22,000 – ₹30,000 per month (based on experience and interview performance)About GG Wastech Pvt. Ltd.GG Wastech Pvt. Ltd. is a Raipur-based waste management company working towards Zero Waste Living. We specialize in processing municipal...

  • Office Executive

    1 week ago

    Jamshedpur, Jharkhand, India BNTC School Of Nursing Full time ₹ 1,44,000 - ₹ 2,40,000 per year

    We are looking for a female Office Executive to join our reputable Nursing College. The ideal candidate should be well-organized, professional, and capable of managing daily administrative tasks efficiently.Key Responsibilities:Handling front desk operations and student inquiriesManaging phone calls, emails, and official communicationMaintaining student...

  • Executive Assistant to Chief Executive Officer

    1 week ago

    Jamshedpur, Jharkhand, India Aldica Technologies Private Limited Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    Position Title:EA to Director – Strategy & OperationsLocation:Gamharia, JharkhandDepartment:Director's Office / Strategy & OperationsReporting To:DirectorJob Summary:TheEA to Director – Strategy & Operationswill act as a key support professional, providing high-level executive assistance, coordinating strategic initiatives, and ensuring operational...

  • Manager - HRBP

    2 weeks ago

    Jamshedpur, Jharkhand, India Liasotech Private Limited Full time ₹ 5,00,000 - ₹ 7,50,000 per year

    About LiasotechLiasotech is a fast-growing engineering organization pioneering innovations in industrial oil filtration systems. We are building a self-running organization driven by systems, culture, and leadership — where people grow, take ownership, and deliver excellence.We are looking for an HR Business Partner Manager who can attract the right...

  • Sales Manager

    4 days ago

    Jamshedpur, Jharkhand, India Gupta Toyota Full time

    Company DescriptionPrioritizing customer satisfaction, we integrate sales, service, and parts under one roof, ensuring fast and efficient service. This allows our customers to fully enjoy the convenience and pleasure of owning a Toyota vehicle.Toyota Motor Corporation, a global leader in the automotive industry, manufactures vehicles in 27 countries and...

  • Purchase & Store Executive

    2 weeks ago

    Jamshedpur, Jharkhand, India Meditrina Hospital, Jamshedpur Full time ₹ 1,44,000 - ₹ 3,36,000 per year

    JOB DESCRIPTIONDesignation: Executive/AssistantDepartment: StoresQualification: Graduate/ Diploma in Inventory ManagementExperience: 2 yrs & AboveDay to Day Responsibilities include:-Receipt, storage, issue, and distribution of all stock and non-stock items utilizing manual and computerized systems.Provide daily 'top up' stock system for medical consumables...