eCommerce Operations Manager

Department: OperationsWorking Hours 9 hours 5 days a week

Job Responsibilities:

Manage end-to-end delivery of one or multiple client projects, ensuring adherence to timelines, SLAs, and quality standards.

Lead, guide, and mentor team leads and members to achieve project goals and client satisfaction.

Act as the main liaison between clients, onsite managers, and offsite project managers.

Provide timely updates, manage expectations, and address escalations or operational concerns effectively.

Serve as the primary solution provider for assigned projects by understanding client requirements and proposing actionable strategies.

Address system or workflow issues promptly and ensure sustainable fixes are implemented.

Handle team queries, support problem-solving, and ensure smooth day-to-day operations.

Conduct training for new project requirements and onboard new hires or replacements efficiently.

Identify and implement process enhancements to boost productivity and quality quarter over quarter.

Develop and maintain internal SOPs, workflow documentation, and process reports.

Generate and analyze performance, quality, and productivity reports using Excel and client dashboards.

Document project processes and maintain accurate operational records.

Work across multiple client tools, platforms, and applications to manage project execution and resolve partner or seller-related issues.

Demonstrate the ability to work independently, using client knowledge bases, policies, and guidelines effectively.

Needs to Have:

Project Manager

About You

• Smart and Detail oriented
• Organised, proactive and self-starter
• Analytical, logical and practical in approach to solving complex problems
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Collaborative and ability to maintain strong follow through on actions
• Excellent critical thinking skills
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• People manager skills with team leadership and decision-making abilities.