Label Aishwaryrika is seeking a highly organized, detail-oriented, and proactive Operations Manager to serve as the backbone of our daily operations. You will be responsible for the seamless execution of our order fulfillment process, ensuring that every customer experience reflects the premium quality of our brand. This role is for a hands-on operator who can manage the technical logistics of our e-commerce business while maintaining high standards of customer satisfaction.
Key Responsibilities
1. Order Management & Fulfillment
- Order Processing: Oversee the end-to-end lifecycle of all customer orders, from placement to dispatch.
- Order Tracking: Proactively monitor shipments and troubleshoot any transit delays to ensure timely delivery.
- Inventory Tracking: Maintain real-time accuracy of stock levels, coordinate with the production/warehouse team to prevent stock-outs or overselling, and manage inventory reconciliations.
2. Marketplace & Channel Operations
- Marketplace Management: Manage backend operations for our various sales channels, ensuring product listings, pricing, and availability are accurate.
- Order Updates: Ensure timely communication of order status updates to customers via automated systems and personalized emails.
3. Customer Experience & Escalation Management
- Communication: Handle professional and empathetic email correspondence for customer service inquiries.
- Conflict Resolution: Own the customer escalation process. You will be the point person for resolving complaints, processing returns/exchanges, and turning challenging situations into positive brand interactions.
4. Reporting & Strategy
- End-of-Day (EOD) Reporting: Submit a concise daily report to the Founder detailing order volumes, pending issues, inventory highlights, and key metrics.
- Weekly Planning: Participate in a mandatory weekly on-site meeting in Thane to review operational performance, analyze feedback, and align on upcoming business goals.
Requirements
- Experience: Proven experience in e-commerce operations, specifically managing Shopify or similar D2C platforms and multi-channel marketplaces.
- Logistics Savvy: Comfortable navigating shipping partner portals and tracking software.
- Communication: Exceptional written English skills, with the ability to maintain the "Label Aishwaryrika" tone—professional, elegant, and customer-centric.
- Proactivity: A "problem-solver" mindset. You don't just identify issues; you provide actionable solutions.
- Logistics & Availability: Ability to travel to Thane once a week for strategy sessions.
What We Look For
- Extreme Ownership: You take full responsibility for the accuracy of our records and the happiness of our customers.
- Tech-Proficiency: Highly comfortable with Google Workspace, spreadsheets, and e-commerce backend systems.
- Grace Under Pressure: You remain calm and solution-oriented even when handling complex customer escalations.
Interested? Please submit your resume along with a brief note detailing your experience managing e-commerce operations and your approach to handling customer escalations.
Pay: ₹15,074.71 - ₹25,000.00 per month
Benefits:
Work Location: Hybrid remote in Thane, Maharashtra
