412 Ecommerce Operations jobs in India

Company Overview

VPLAK, established in 2015, is a rapidly expanding online shopping platform based in India, specializing in a diverse range of electronic gadgets and accessories. With a dedicated team and efficient systems, VPLAK prioritizes customer satisfaction through excellent service, quick delivery, and secure transactions. With its headquarters in Gurgaon, VPLAK aims to provide a seamless shopping experience through direct brand partnerships, eliminating third-party interference.

Job Overview

The Ecommerce Operations Manager at VPLAK is a mid-level full-time position based in Gurgaon. This role requires overseeing efficient e-commerce operations, ensuring seamless order processing, vendor coordination, and efficient courier management. The successful candidate will play a crucial role in enhancing customer satisfaction and operational efficiency through effective leadership and communication.

Qualifications and Skills

• Excellent communication skills, enabling clear and effective interaction with team members and external partners (Mandatory skill).
• Strong negotiation skills to manage and establish beneficial partnerships with vendors and service providers (Mandatory skill).
• Expertise in customer handling to address and resolve customer inquiries and issues promptly (Mandatory skill).
• Proficiency in courier management, ensuring reliable and timely delivery of products to customers.
• Experience in vendor management, fostering positive relationships with suppliers for efficient operations.
• In-depth knowledge of eCommerce operations, including logistics, order processing, and customer service.
• Strong leadership skills to motivate and guide teams towards achieving operational goals.
• Problem-solving abilities with an analytical mindset to improve operational processes and customer experience.

Roles and Responsibilities

• Coordinate and oversee the entire e-commerce operations to ensure smooth and efficient processes.
• Manage vendor relationships, negotiate contracts, and maintain mutual beneficial partnerships.
• Monitor and improve courier management to ensure timely and reliable delivery services.
• Address and resolve customer issues promptly to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to improve the overall operational efficiency of the company.
• Analyze operational metrics and develop strategies to improve performance and customer experience.
• Implement best practices in eCommerce operations to optimize the supply chain workflow.
• Lead and mentor the e-commerce operations team to ensure high levels of engagement and performance.

Ecommerce Operations Manager 
Durham

Our client is currently looking to recruit an Ecommerce Operations Manager. The role is three days per week in the office and two days from home.

You will play a pivotal role in strategically managing and overseeing the day-to-day operations of the digital commerce business. Your primary focus will be to drive execution to meet the roadmap, financial targets, and KPI commitments while identifying and implementing improvements to enhance site and customer experiences in alignment with our commercial strategy and goals. You will plan and program manage sales activities to achieve revenue targets, overseeing commercial campaigns such as Holidays, Mother’s Day, Father’s Day, Summer Sales etc.

You will also monitor customer experience (CX) across cart and checkout processes, initiating corrective actions. You will establish SLAs and ensure visibility across Customer Service, Order Management, Cash to Order, and Logistics operations. You will establish an operating model across ecommerce sales and value chain partners

To be considered you will be a proactive and results-driven individual with a proven track record in ecommerce operations and a passion for driving business growth. To be considered for this role you will have strong ecommerce operations experience.

For more Ecommerce opportunities, visit our jobs page. 

Job Description: Operations Manager

Job Description

Unique Job Role

Operations Manager

Function

Marketing

Reporting to

Lead Omni channel & Fulfilment Operations

Business

Watches & Wearables

Grade

Date

---

Job Details

The Role is responsible for overseeing all aspects of our e-commerce platform's operations, ensuring its efficiency, scalability, and seamless functionality.

To Enhance our technical infrastructure, analysing performance data, and implementing strategies to drive revenue growth and customer satisfaction.

External Interfaces

Internal Interfaces

• Logistic Partners

• Vendors

• Logistics Aggregators

• CRM Team.

• Digital Team

• WH team.

• Retail Operations team.

• Supply Chain Team

Job Requirements

Education

Post-Graduate (MBA) or Graduate

Relevant Experience

2-3 years or 6 -8 years

Behavioural Skills

• Customer Centricity

• Interpersonal Effectiveness

• Delivers Results

• Problem Solving

• Adaptability

• Data Analysis

• Influence for Impact

• Ambiguity tolerance

• Detail Orientation

Knowledge

• Analytical ability

• Stakeholder management

• Operations management Experience,

• High-growth environment Exposure.

• Data Analytics Tool Experience (Google Analytics, Adobe Analytics and power BI).

• Understanding on E commerce platforms (OMS and WMS).

• Experience on D2C logistics, returns and refund.

Process Contributions

Process Contribution

Process Outcome

Performance Measure

Operations Management : Order Fulfilment

1. Develop and implement the overall operational strategy for our ecommerce platform, ensuring alignment with company goals and objectives.

2. Manage the end-to-end order fulfilment process, including order processing, shipping.

3. Collaborate with logistics partners to optimize shipping costs, delivery times, and order tracking.

4. Monitor and analyse key performance metrics to identify areas for improvement and implement operational enhancements.

5. Streamline processes to increase efficiency, reduce costs, and improve customer satisfaction.

· Customer Satisfaction

· Last Mile Order Fulfilment

· Order fulfilment Time

· Fulfilment Cost / order

· Dispatch Time & Quality

· Adherence to lead time

Operations Management : Returns Management

1. Develop, implement, and maintain Ecommerce return policies that align with company objectives and customer expectations.

2. Ensure return policies are communicated to customers and internal teams.

3. Collaborate with carriers and logistics partners to streamline the return process and reduce costs.

4. Collect and analyze data on return trends, reasons for returns, and customer feedback.

5. Identify opportunities to reduce return rates and improve product quality or service qulaity.

6. Work closely with the customer support team to resolve return-related customer inquiries and issues.

7. Provide guidance and training to customer support representatives on handling return inquiries.

8. Continuously review and refine the return management process to enhance efficiency and accuracy.

9. Identify and implement automation and technology solutions to improve the return process.

10. To set up a happy flow journey for customers for return process and refund.

● Customer Satisfaction

● Repeat Customer Acquisition & Conversion

● Enriched Customer Experience

● Reduction in Returns (Return to Origin and Deliver to Origin).

● Adherence to timelines.

● Reduction in customer complaints related to Returns and Refund.

Operations Management : Analytics and Reporting

1. Use data analytics tools to extract actionable insights and trends related to sales, customer behaviour, and website performance and align them with operational objectives.

2. Generate regular reports and dashboards to provide stakeholders with a clear understanding of key metrics and performance indicators for operations.

3. Make data-driven recommendations to optimize product listings and fulfilment.

4. Utilize data analytics to assess ecommerce performance, track key performance indicators (KPIs), and identify areas for improvement. Make data-driven decisions to enhance the customer experience and operational efficiency.

● Alignment with Business Objectives

● Operational effectiveness

● Customer Engagement

Operations Management : Vendor Performance Management

1. On boarding new 3PL Partners and introduce new features for the existing partners.

2. Monitoring performance of the Vendors and focussing on improving the performance.

● Fulfilment of Business Requirements

● Vendor Cost & Utilization

● Adherence to Terms of Contract

General Management: People Management

1. Drive a culture of diversity, performance and transparency and ensure the employees are engaged.

2. Mentor and develop staff using a supportive and collaborative approach.

3. Ensure talent pipeline is created by succession planning for the critical positions.

4. Set Objectives for Reportees aligned to the organizational /functional.

5. Liaise with HR on vacant positions.

● Improvement in team performance

● Employee Engagement

● Performance

● Diversity & Integration

Company Overview

VPLAK, established in 2015, is a rapidly expanding online shopping platform based in India, specializing in a diverse range of electronic gadgets and accessories. With a dedicated team and efficient systems, VPLAK prioritizes customer satisfaction through excellent service, quick delivery, and secure transactions. With its headquarters in Gurgaon, VPLAK aims to provide a seamless shopping experience through direct brand partnerships, eliminating third-party interference.

Job Overview

The Ecommerce Operations Manager at VPLAK is a mid-level full-time position based in Gurgaon. This role requires overseeing efficient e-commerce operations, ensuring seamless order processing, vendor coordination, and efficient courier management. The successful candidate will play a crucial role in enhancing customer satisfaction and operational efficiency through effective leadership and communication.

Qualifications and Skills

• Excellent communication skills, enabling clear and effective interaction with team members and external partners (Mandatory skill).
• Strong negotiation skills to manage and establish beneficial partnerships with vendors and service providers (Mandatory skill).
• Expertise in customer handling to address and resolve customer inquiries and issues promptly (Mandatory skill).
• Proficiency in courier management, ensuring reliable and timely delivery of products to customers.
• Experience in vendor management, fostering positive relationships with suppliers for efficient operations.
• In-depth knowledge of eCommerce operations, including logistics, order processing, and customer service.
• Strong leadership skills to motivate and guide teams towards achieving operational goals.
• Problem-solving abilities with an analytical mindset to improve operational processes and customer experience.

Roles and Responsibilities

• Coordinate and oversee the entire e-commerce operations to ensure smooth and efficient processes.
• Manage vendor relationships, negotiate contracts, and maintain mutual beneficial partnerships.
• Monitor and improve courier management to ensure timely and reliable delivery services.
• Address and resolve customer issues promptly to enhance customer satisfaction and loyalty.
• Collaborate with cross-functional teams to improve the overall operational efficiency of the company.
• Analyze operational metrics and develop strategies to improve performance and customer experience.
• Implement best practices in eCommerce operations to optimize the supply chain workflow.
• Lead and mentor the e-commerce operations team to ensure high levels of engagement and performance.

JOB DETAILS

JOB DETAILS