Operations Manager

The Operations Manager – E-Commerce will oversee all operational aspects of our digital storefronts, warehouse management, and post-sales logistics. This individual will bridge sales channels with backend fulfillment, ensuring high inventory accuracy, strict marketplace account health, seamless courier/freight coordination, and an exceptional customer experience from order placement through to post-sales support.

Key Responsibilities

1. Marketplace & E-Commerce Channel Operations

• Manage daily operational health across all major e-commerce platforms (Amazon.in, Flipkart, brand website, etc.).
• Oversee Amazon seller central operations, including FBA inbound shipments, inventory replenishment planning, stranded inventory resolution, and storage limit management.
• Monitor critical seller performance metrics: Order Defect Rate (ODR), Late Dispatch Rate (LDR), Pre-fulfillment Cancellation Rate, and policy compliance.
• Collaborate with marketing and catalog teams to ensure product detail pages, package inclusions, and technical specifications are accurate and compliant with e-commerce guidelines.

2. Inventory Management & Warehouse Logistics

• Lead daily, weekly, and monthly stock audits and physical-to-digital inventory reconciliations across central warehouses and marketplace fulfillment centers.
• Maintain rigorous tracking systems to minimize stock discrepancies, shrinkage, and transit damages.
• Plan and forecast re-order levels based on sales velocity, lead times, festive surges (e.g., Prime Day, Great Indian Festival), and incoming import batches.
• Coordinate with freight forwarders and customs clearing agents for inbound shipments and ensure swift warehouse intake and cataloging.

3. Order Fulfillment, Logistics & Dispatch

• Manage relationships and SLAs with third-party logistics (3PL) partners, courier aggregators, and reverse logistics providers.
• Streamline B2C order processing, packaging, dispatch, and delivery tracking to ensure prompt order turnaround times.
• Coordinate bulk dispatches for B2B channels, regional stockists, and corporate purchase orders.
• Ensure strict packaging compliance, including barcode labeling, BIS compliance markings, warranty inserts, and secure transit packaging for sensitive electronic optics.

4. Reverse Logistics & After-Sales Service Coordination

• Supervise the return merchandise authorization (RMA) process, return processing workflows, and return-to-origin (RTO) reconciliations.
• Work closely with the technical service and repair team to inspect returned projectors, categorize inventory (refurbished/B-stock vs. damaged/scrap), and process replacements or warranty claims.
• Analyze return trends and defect reports to identify root causes and implement corrective actions with manufacturing, packaging, and listing teams.

5. Process Optimization & MIS Reporting

• Formulate, implement, and enforce structured Standard Operating Procedures (SOPs) across warehouse handling, dispatches, and returns.
• Generate and present key operational dashboards: fulfillment turnaround time, shipping costs per unit, return rates, inventory turnover ratios, and claim reconciliations (SAFE-T claims, carrier reimbursement claims).