Dropshipping & Supplier Escalations

E-commerce Operations Lead – Dropshipping & Supplier Escalations

About Us

We are a fast-growing e-commerce business with a unique Layby (installment) model. When our customers complete all payments, we purchase directly from approved suppliers and arrange delivery straight to their door.

Our systems are highly automated — powered by Unleashed, Make.com, and Klaviyo — but we need an exceptional leader to oversee and refine the process, handle exceptions, and keep our customers delighted.

The Role

We are looking for a high-performing Operations Lead who will take full ownership of our end-to-end dispatch workflow, from automated triggers to hands-on escalations.

This is not just an admin role — you will be the command centre for product deliveries, supplier coordination, and customer satisfaction.

Key Responsibilities

• Own the order lifecycle — from automated purchase orders to supplier follow-ups and final delivery.

• Handle escalations with confidence:

• Discontinued products → source and upgrade to new models.

• Price changes or supplier issues → negotiate and communicate solutions.

• Lost or delayed shipments → resolve quickly with minimal customer impact.

• Customer contact lead — manage high-touch calls/emails to ensure customers feel valued and informed.

• Supplier relationship management — maintain SLAs, ensure stock visibility, and streamline onboarding of new suppliers.

• KPI ownership — track metrics like order accuracy, resolution time, and customer satisfaction; report directly to leadership.

• Continuous improvement — refine automation workflows, update SOPs, and eliminate bottlenecks.

What We’re Looking For

• Experience: 5+ years in e-commerce operations, supply chain, or dropshipping, with at least 3 years in a leadership role.

• Tech-Savvy: Comfortable with ERP/logistics software (Unleashed preferred), Make.com, Klaviyo, or similar tools.

• Problem-Solver: Thrives under pressure and can turn a difficult situation into a positive customer experience.

• Organised & Proactive: Can juggle multiple moving parts while maintaining flawless attention to detail.

• Strong Communicator: Fluent English and Hindi; excellent phone presence.

• Bonus: Marketplace experience (Amazon, Flipkart, IndiaMART) and vendor negotiation skills.

Why Join Us

• Leadership impact: This is a senior role where you’ll shape our processes and customer experience as we scale.

• Growth: Be part of a fast-growing international brand with clear career progression.

• Tools & tech: Work with the latest automation and logistics systems — no outdated manual headaches.

• Autonomy: We trust our leaders to take ownership and make decisions.

Job Types: Full-time, Permanent

Pay: ₹25,000.00 - ₹35,000.00 per month

Work Location: In person