Job Description

E-commerce Operations Lead - Dropshipping & Supplier Escalations

About Us

We are a fast-growing e-commerce business with a unique Layby (installment) model. When our customers complete all payments, we purchase directly from approved suppliers and arrange delivery straight to their door.

Our systems are highly automated -- powered by Unleashed, Make.com, and Klaviyo -- but we need an exceptional leader to oversee and refine the process, handle exceptions, and keep our customers delighted.

The Role

We are looking for a high-performing Operations Lead who will take full ownership of our end-to-end dispatch workflow, from automated triggers to hands-on escalations.

This is not just an admin role -- you will be the command centre for product deliveries, supplier coordination, and customer satisfaction.

Key Responsibilities

Own the order lifecycle -- from automated purchase orders to supplier follow-ups and final delivery. Handle escalations with confidence: Discontinued products ? source and upgrade to new models. Price changes or supplier issues ? negotiate and communicate solutions. Lost or delayed shipments ? resolve quickly with minimal customer impact. Customer contact lead -- manage high-touch calls/emails to ensure customers feel valued and informed. Supplier relationship management -- maintain SLAs, ensure stock visibility, and streamline onboarding of new suppliers. KPI ownership -- track metrics like order accuracy, resolution time, and customer satisfaction; report directly to leadership. Continuous improvement -- refine automation workflows, update SOPs, and eliminate bottlenecks.

What We're Looking For

Experience: 5+ years in e-commerce operations, supply chain, or dropshipping, with at least 3 years in a leadership role. Tech-Savvy: Comfortable with ERP/logistics software (Unleashed preferred), Make.com, Klaviyo, or similar tools. Problem-Solver: Thrives under pressure and can turn a difficult situation into a positive customer experience. Organised & Proactive: Can juggle multiple moving parts while maintaining flawless attention to detail. Strong Communicator: Fluent English and Hindi; excellent phone presence. Bonus: Marketplace experience (Amazon, Flipkart, IndiaMART) and vendor negotiation skills.

Why Join Us

Leadership impact: This is a senior role where you'll shape our processes and customer experience as we scale. Growth: Be part of a fast-growing international brand with clear career progression. Tools & tech: Work with the latest automation and logistics systems -- no outdated manual headaches. Autonomy: We trust our leaders to take ownership and make decisions.
Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person