Location: Mulund, Mumbai
Department: Global Capability Center (GCC)
Reporting To: General Manager – GCC
We are looking for an experienced and proactive operations leader to manage end-to-end marketplace operations for our US-based ecommerce business. The ideal candidate will drive operational excellence, lead cross-functional teams, manage international client relationships, and ensure seamless execution across customer support, vendor management, order fulfillment, and process improvement initiatives.
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Lead Customer Support operations across Email, Calls, Social Media, and other communication channels while ensuring SLA adherence and high customer satisfaction.
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Manage Returns, Refunds, Chargebacks, and Customer Dispute Resolution.
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Oversee Vendor Operations, Vendor Onboarding, and Order Fulfillment to ensure timely processing and issue resolution.
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Monitor online customer reviews and manage the company's reputation across various review platforms.
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Prepare and publish operational reports, dashboards, and performance metrics.
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Lead, mentor, and develop Operations Executives and Team Leaders.
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Collaborate with international clients and internal stakeholders to resolve operational challenges.
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Identify process improvement opportunities, develop SOPs, and drive automation and AI initiatives.
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6 to 10 years of experience in Ecommerce Operations, Marketplace Operations, Customer Support, Vendor Management, or Business Operations.
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Minimum 2 to 3 years of team handling experience.
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Experience with Shopify, Amazon, Walmart Marketplace, Wayfair, Zulily, or similar ecommerce platforms is preferred.
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Strong leadership and people management
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Excellent communication and stakeholder management
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Advanced Excel and Google Sheets
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Hands-on experience with Shopify, Rithum (DSCO), CRM/Ticketing tools
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Strong analytical, problem-solving, and process improvement skills
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Customer-focused with high ownership and accountability
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Lead operations for global ecommerce brands.
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Work with international clients and cross-functional teams.
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Exposure to AI-driven operations and process automation.
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Clear career growth opportunities within a fast-growing Global Capability Center.
