Marketplace Operations Executive
Location: Mumbai
Experience: 4–7 Years
Compensation: ₹6–9 LPA fixed
About AI.IRA
AI.IRA is an AI-powered fashion marketplace that helps women discover outfits personalized to their body type, skin tone, occasion, and style preferences. We partner with premium home-grown fashion brands and use AI — from personalized discovery to demand signals — to make fashion shopping effortless.
We're looking for a Marketplace Operations Executive to lead day-to-day marketplace operations and build strong relationships with our brand partners while ensuring a seamless customer experience. This is a high-ownership role reporting directly to the Founder, with the opportunity to build and scale the operations function as we grow.
Key ResponsibilitiesBrand Onboarding & Success
- Onboard premium fashion brands onto the AI.IRA platform.
- Coordinate product catalogs, pricing, inventory and brand information for onboarding.
- Train brands on AI.IRA's operational processes and platform workflows.
- Build strong relationships with brand partners and serve as their primary point of contact.
- Drive successful launch and activation of new brands.
Marketplace Operations & Performance
- Manage the end-to-end order lifecycle, from order confirmation to delivery.
- Coordinate with brands on order processing, shipment updates and operational queries.
- Monitor operational SLAs and key metrics (order volumes, fulfillment timelines, brand response times) to ensure timely execution and flag recurring issues.
- Conduct regular brand performance reviews covering SLA adherence and fulfillment quality.
- Manage day-to-day marketplace operations with support from a team of interns handling customer support and catalogue management.
- Oversee and review interns' day-to-day work to ensure quality and consistency; handle escalations that need senior judgment.
- Maintain and continuously improve SOPs for operational processes.
- Partner with Technology teams to improve operational workflows. Recommend and drive operational improvements to enhance efficiency and customer experience.
Customer & Partner Support
- Directly handle customer query escalations (delivery failures, disputes, refund conflicts, unresolved complaints) while interns manage routine, first-line queries.
- Review and quality-check interns' customer responses to ensure tone, accuracy and turnaround meet service standards.
- Work with brands to resolve order issues, delivery delays, exchanges and disputes, and keep them informed of new orders, operational updates and escalations.
- Ensure marketplace policies and service standards are consistently upheld.
Cross-functional Collaboration
You'll work closely with the Founder, Product, Technology, Customer Support, and brand partners.
What We're Looking ForEducation
- Bachelor's degree required; MBA or equivalent postgraduate qualification preferred.
Experience
- 4–7 years in Marketplace Operations, Seller Success, Vendor Management, Brand Operations or E-commerce Operations.
- Experience in fashion, lifestyle or e-commerce strongly preferred.
- Hands-on experience working with leading fashion and lifestyle marketplaces such as Nykaa, Tata CLiQ, AJIO, Pernia's Pop-Up Shop, Aza, or similar platforms is strongly preferred.
- Experience managing premium, contemporary or luxury fashion brands is highly desirable.
- Experience working directly with brands/sellers and managing marketplace relationships is preferred.
Skills & Competencies
- Brand onboarding and relationship management
- Marketplace operations and order lifecycle management
- Customer issue resolution
- Vendor and stakeholder coordination
- Cross-functional collaboration
- Strong communication and interpersonal skills
- Excellent problem-solving and organizational abilities
- Ability to manage multiple priorities in a fast-paced environment
- Experience with premium or luxury fashion brands
- Proficiency in Excel and Word
- Experience with CRM or customer support platforms
- Tech-savvy, with comfort learning and adapting to new internal tools
Pay: ₹600,000.00 - ₹900,000.00 per year
Work Location: Hybrid remote in Mumbai, Maharashtra (Mumbai, Mumbai District)
