Job Description

Role Summary

We are looking for an experienced

Operations Manager

to lead and scale day-to-day e-commerce operations. The role requires strong operational ownership, people management, cross-functional coordination, and a solid understanding of technology-enabled processes. You will be responsible for ensuring smooth execution across stores, logistics, customer service, and internal tech teams while meeting SLAs and driving continuous process improvement.

Key Responsibilities

Operations & Execution:

Own end-to-end operational workflows across stores, logistics partners, and support teams Ensure SLAs, TATs, and service quality benchmarks are consistently met Monitor daily operational metrics and take corrective actions proactively Identify operational risks, escalations, and bottlenecks and resolve them efficiently

Team Management:

Manage, mentor, and upskill the operations and associate-level teams Allocate workloads, set priorities, and ensure productivity targets are achieved Act as an escalation point for complex customer, store, or logistics issues

Cross-functional Coordination:

Work closely with

Engineering, Product, Customer Support, Store Managers, and Logistics teams

Provide structured feedback to tech teams on bugs, system gaps, and enhancement requirements Translate operational challenges into actionable tech/process solutions

Technology & Process Improvement:

Strong understanding of operational tech platforms (order management, dashboards, internal tools) Drive automation, process improvements, and efficiency initiatives Create and maintain SOPs, documentation, and training material

Customer Experience:

Ensure high-quality customer experience across all touchpoints Proactively identify potential customer-impacting issues and mitigate them Support the customer service team with insights, data, and preventive actions

Requirements & Skills

Experience:

5+ years of experience in

Operations

within

E-commerce / Retail / Tech-enabled startups

Prior experience in a

people management or lead role

is mandatory

Core Skills:

Strong understanding of

e-commerce operations

(orders, fulfillment, returns, logistics, SLAs)Good understanding of

technology platforms and operational systems

Excellent communication skills - written and verbal Strong analytical and problem-solving mindset

Managerial Competencies:

Ability to manage multiple priorities in a fast-paced environment Stakeholder management across internal and external teams Data-driven decision making and reporting Ownership mindset with a bias for action

Technical Skills:

Proficiency in

MS Excel / Google Sheets

Comfortable working with dashboards, reports, and operational tools

Preferred Qualifications:

Experience working in high-growth startups or scaled e-commerce environments * Exposure to last-mile operations, store operations, or omni-channel setups