E-commerce Operations Manager

About Sevora

Try Before You Buy

Role Overview

E-commerce Operations Manager

Key Responsibilities

Operational Excellence & Logistics

• Own the full order lifecycle: request stylist-assisted delivery at-home trial purchase/return.
• Manage delivery and reverse logistics, ensuring efficiency, speed, and security.
• Build and enforce SOPs to standardize Sevora’s “Try Before You Buy” model.
• Coordinate with logistics partners and in-house delivery teams to optimize routes, turnaround time, and service quality.

Financial Accountability (P&L Ownership)

• Manage and monitor operational P&L, balancing costs (last-mile delivery, reverse logistics, packaging) with profitability.
• Optimize cost-to-serve without compromising on luxury service.
• Track and report KPIs such as:
• On-time delivery & pickup rate
• Trial-to-purchase conversion
• Return % vs. purchase %
• Customer retention & satisfaction scores
• Operational cost per order

Customer Experience & Service Quality

• Ensure flawless execution of Sevora’s

  luxury customer journey

  , including stylist-assisted trials.
• Work with customer support and fashion consultants to deliver a premium, personalized service.
• Handle escalations and build systems for continuous improvement in customer satisfaction.

Process Innovation & Scalability

• Implement automation and technology tools to improve efficiency.
• Build a strong in-house operations team and define clear roles & responsibilities.
• Develop processes that are scalable as Sevora expands categories and city presence.

Key Skills & Qualifications

• Bachelor’s/Master’s in Business, Operations, Supply Chain, or related fields.

• 5–10 years of experience in e-commerce operations, preferably in multi-vendor marketplaces.

• Strong track record in

  P&L ownership and operational cost management.

• Expertise in logistics, reverse logistics, and last-mile delivery models.
• Analytical mindset with ability to use data for process optimization.
• Leadership skills with experience managing cross-functional teams.
• Customer-first mindset, ideally with exposure to fashion/luxury retail.

Why Join Sevora?

India’s first luxury “Try Before You Buy” ecommerce marketplace