Senior Manager Operations

Primary Purpose:

The ideal candidate should have a strong understanding of B2B, B2C, E-Commerce Marketplace Operations such as sellers management, orders management, new products sourcing, stock-taking and website merchandising to ensure smooth flow of operations.

Responsibilities:

• Set-up BPO operations, develop team for e-marketplace back-office for 12/7 customer care support
• Demonstrate high-level planning, analysis and systems expertise to handle daily customer care operations and related processes
• Lead a team by implementing short-term and long-term strategies to achieve smooth functioning and demonstrate understanding of performance monitoring and guide team members.
• Build SOPs for Customer Care Helpdesk Services & related Operations
• Monitor and manage e-commerce marketplace operations processes for both offline and on the online portal w.r.t. operating procedures, workflow diagrams, and training materials for orders fulfilment, cataloging, inventory management, sellers and customers.
• Improve customer service experience by owning customer issues and developing processes for timely resolution within TAT.
• Ideate and execute interventions to create engaged customers and facilitate organic growth
• Conduct regular quality audits and maintain accurate records. Analyze real time statistics and compile accurate reports for making data driven decisions
• Work towards continuous improvement of processes and system gaps proactively
• Follow escalation matrix to resolving issues related to e-commerce order fulfilment, vendor management, payments, logistics and warehousing, customers (school parents) etc.
• Maintain budgets and optimize expenses.

About the Candidate:

• Should have set-up and run BPO Operations and developed teams in the past for e-commerce, marketplace industry.
• Developed customer care support center (Voice and Non-Voice) and related processes for large E-Marketplace platforms.
• Understanding of Online Digital/ E-commerce business models.
• Candidates who have experience of working across domains/ functions in an E-commerce set-up especially start-ups will be highly preferred.
• Proactive in identifying issues, deep dive, troubleshoot, and communicate to relevant team heads.
• The candidate needs to have a consumer and retail approach in understanding of how E-commerce marketplace operations works.
• User experience with web dashboards such as CMS and ERP tools would be an advantage.
• Demonstrates openness to change and ability to manage complexities.
• Expert and possess project management skills as per PMI standards.
• Seeks out ways to automate and simplify manual processes to improve productivity.
• Passionate about their work, detail-oriented, analytical, and have excellent problem-solving abilities.

Key Interactions:

Internal E-commerce Operation, E-commerce Customer Support, E-commerce Software Development, E-commerce Sales & BD, Purchase Team, Warehouse Team, School Admin, School Academics, School Marketing.

External Customers, Students/Parent customers, Business customers, Sellers, School Customers, Service Vendor.

Qualification:

• Any graduate. (MBA preferred)
• Knowledge of E-Commerce, CMS & ERP software and MS Excel
• Have set up and run BPO operations & developed team in the past for e-commerce or marketplace industry
• Plus relevant experience related to E-Commerce platform:
  - Supply Chain Management
  - Customer Support & Helpdesk