Operations Manager - B2C Ecommerce Operation)

OPERATIONS MANAGER E-COMMERCE FULFILMENT

• B2C Cross-Border E-commerce | Drop-Ship / Order-Based Sourcing | Order-to-Dispatch Operations
• Location: Hyderabad, India (On-site)
• Employment Type: Full-Time
• Department: Operations Fulfilment Centre
• Experience: 3 to 6 Years (B2C / E-commerce Operations)
• Shifts: Rotational, including peak and festive seasons

ABOUT US

We are a fast-growing cross-border e-commerce marketplace that brings Indian products to customers around the world.

We follow an asset-light, drop-ship model without maintaining large inventory. When a customer places an order, our Hyderabad fulfilment team sources the required products from local retailers, brand stores, and online sellers.

Each order is checked, packed for international transit, and handed over to our shipping partners within a committed 36-hour turnaround time.

Speed, accuracy, and customer experience are our key priorities.

ABOUT THE ROLE

As an Operations Manager, you will be responsible for managing the complete order-to-dispatch process, including order release, on-demand procurement, quality checks, packing, and handover for international shipping.

You will lead the operations team, manage manpower and shifts, monitor performance, and ensure that all orders are processed accurately within the committed timelines.

This role is suitable for candidates with experience in B2C e-commerce, D2C, quick commerce, dark stores, marketplaces, or cross-border e-commerce operations.

KEY PERFORMANCE INDICATORS

1. Ensure at least 99% of orders are sourced, quality-checked, packed, and handed over within the 36-hour SLA.
2. Maintain 100% order accuracy, ensuring the correct product, variant, and condition.
3. Maintain zero wrong orders shipped.
4. Ensure 100% procurement of assigned products within 24 hours.
5. Keep excess or incorrect procurement below 3%.
6. Monitor product unavailability and order cancellation rates.
7. Minimise product damage or leakage during international transit through proper packing.
8. Monitor and reduce customer complaints caused by fulfilment delays or errors.

KEY RESPONSIBILITIES

1. Order-to-Dispatch Management
   Manage daily order processing, procurement, segregation, quality checks, packing, and courier handover to ensure all orders meet the 36-hour SLA.
2. On-Demand Product Sourcing
   Ensure products are sourced from local retail stores, brand outlets, and online sellers within 24 hours. Track pending and unavailable products and ensure timely closure.
3. Out-of-Stock Management
   Identify alternative sellers when products are unavailable. Coordinate with Customer Support regarding substitutions, delays, partial shipments, and cancellations.
4. Order Accuracy
   Maintain accurate product, SKU, variant, and order matching. Control excess and incorrect procurement to below 3%.
5. Quality Checks and International Packing
   Ensure proper quality checks before dispatch. Establish packing standards for fragile, liquid, and food products. Optimise packaging size and volumetric weight to control shipping costs.
6. Shipping and Courier Coordination
   Coordinate with logistics teams and courier partners for shipping labels, manifests, and required shipment documentation. Ensure restricted and prohibited products are identified before dispatch.
7. Team and Manpower Management
   Plan manpower requirements and shift schedules for procurement, quality-checking, and packing teams. Ensure adequate staffing during sales periods and festive seasons.
8. Performance Management
   Monitor employee performance through weekly and monthly reviews. Provide feedback and coaching, and coordinate with HR for Performance Improvement Plans (PIP), wherever required.
9. MIS and Operational Dashboards
   Prepare and monitor daily reports covering order fulfilment, SLA, product availability, procurement, and quality performance. Identify operational issues and take corrective action.
10. Cross-Functional Coordination
    Work closely with Customer Support, Category, Catalogue, Logistics, HR, IT, and Finance teams to ensure smooth operational activities.

SUPPORTING RESPONSIBILITIES

1. Support the onboarding and development of local and online sellers and vendors.
2. Assist in improving vendor pricing, procurement speed, and product availability.
3. Contribute to improvements in order management systems, ERP, and procurement tools.
4. Support cost-per-order reduction and process improvement initiatives.
5. Participate in performance appraisals for direct and indirect team members.

REQUIRED QUALIFICATIONS AND SKILLS

1. Graduate degree in any discipline. Business, Supply Chain, or Operations qualifications are preferred.
2. 3 to 6 years of experience in B2C e-commerce operations, order fulfilment, dispatch, last-mile delivery, hub operations, dark stores, or marketplace seller operations.
3. Experience handling high order volumes with multiple SKUs and small quantities per order.

Please apply only if your salary expectations align with the budget of 6 to 7.5 LPA.