E-commerce Operations Manager
Company: Shivalik Commerce Pvt. Ltd.
Location: Raipur
Employment Type: Full-time
Experience: 3-5Years
About the Role
Shivalik Commerce Pvt. Ltd. is looking for an experienced E-commerce Operations Manager to take ownership of the complete day-to-day operational functioning of our e-commerce business.
The role will oversee order management, warehouse operations, inventory, logistics, returns, customer support, and operational team management.
The ideal candidate should be highly organized, hands-on, and capable of managing multiple teams and operational priorities while ensuring orders are processed efficiently, inventory remains accurate, customers receive timely support, and operational issues are resolved quickly.
Key ResponsibilitiesE-commerce Operations Management
- Take complete ownership of day-to-day e-commerce operations.
- Manage the complete order lifecycle from order placement to delivery, return, replacement, or refund.
- Ensure orders are processed, packed, and dispatched within defined timelines.
- Establish and monitor SOPs and operational processes to improve efficiency.
- Monitor daily order volumes, pending orders, cancellations, returns, and delivery exceptions.
- Identify operational bottlenecks and implement corrective actions.
- Ensure smooth operations during sales campaigns, festive periods, promotions, and peak order volumes.
- Coordinate with senior management and provide regular updates on operational performance.
Warehouse Management
- Manage overall warehouse operations and warehouse team.
- Establish efficient processes for inwarding, storage, inventory management, picking, packing, and dispatch.
- Ensure accurate inventory records and conduct regular stock audits/reconciliations.
- Monitor stock availability and coordinate with the purchase/e-commerce team for replenishment.
- Minimize inventory discrepancies, damages, losses, and operational errors.
- Ensure proper organization and utilization of warehouse space.
- Establish processes to improve order processing speed and warehouse productivity.
- Monitor warehouse performance and team productivity.
Logistics & Order Fulfilment
- Manage relationships and day-to-day coordination with courier and logistics partners.
- Monitor delivery performance, RTOs, failed deliveries, delays, and shipment exceptions.
- Identify ways to reduce RTO and delivery-related customer complaints.
- Ensure timely resolution of logistics escalations.
- Evaluate operational performance of logistics partners and escalate recurring issues.
- Work towards improving overall order fulfilment and delivery efficiency.
Customer Support Management
- Take ownership of the overall customer support function.
- Lead and supervise the Customer Support team.
- Establish processes for handling customer queries, complaints, returns, refunds, replacements, and escalations.
- Set and monitor customer support response and resolution timelines.
- Ensure escalated customer complaints are resolved quickly and professionally.
- Analyze recurring customer complaints and work with the relevant teams to eliminate the root causes.
- Develop processes to improve customer satisfaction and retention.
Team Management
- Manage and coordinate warehouse, customer support, and operations team members.
- Define responsibilities, targets, and daily priorities for the operations team.
- Train team members on operational processes and SOPs.
- Monitor team productivity and performance.
- Ensure adequate manpower planning based on order volumes.
- Build a culture of ownership, accountability, and timely execution.
Reporting & Performance Management
- Track and report key operational metrics such as:
- Order processing time
- Dispatch turnaround time
- Inventory accuracy
- Order fulfilment rate
- Return and RTO rate
- Cancellation rate
- Customer complaint resolution time
- Delivery performance
- Warehouse productivity
- Prepare daily, weekly, and monthly operational reports for management.
- Analyze operational data and identify opportunities for cost reduction and efficiency improvement.
- Implement continuous process improvements based on data and operational insights.
Required Skills
- Strong understanding of e-commerce operations and order fulfilment.
- Proven experience in warehouse and inventory management.
- Strong knowledge of logistics, courier operations, returns, refunds, and RTO management.
- Experience managing customer support operations.
- Strong team-management and leadership skills.
- Excellent problem-solving and decision-making abilities.
- Strong analytical skills and proficiency in Excel/Google Sheets.
- Ability to create, implement, and maintain SOPs and operational processes.
- Strong communication and coordination skills.
- Ability to work under pressure and manage high-volume operations.
- Strong ownership and accountability for operational performance.
Preferred Qualifications
- Prior experience managing operations for an e-commerce or D2C company.
- Experience with platforms such as Shopify, Amazon, Flipkart, Meesho, or other e-commerce platforms.
- Experience managing a warehouse and operations team.
- Experience working with multiple courier/logistics partners.
- Experience managing customer support and escalations.
- Understanding of operational dashboards, KPIs, and data-driven decision-making.
- Experience in process automation or implementation of operational software will be an added advantage.
What We’re Looking For
We are looking for an ownership-driven operations leader who can ensure that the entire e-commerce operation runs smoothly on a daily basis.
The ideal candidate should be equally comfortable managing people, solving operational problems, working with data, and getting hands-on when required.
You should be able to build efficient processes, hold teams accountable, identify problems before they become major issues, and continuously improve the way we manage orders, inventory, warehouse, logistics, and customer support.
How to Apply
Please share your CV along with relevant experience in e-commerce operations, warehouse management, logistics, or customer support management.
Candidates with experience managing end-to-end e-commerce operations and teams will be preferred.
Pay: From ₹25,000.00 per month
Work Location: In person
