Ecommerce operations

Location - Surat

Role Overview

The Head – E-Commerce Operations will be responsible for leading and managing all aspects of online sales operations, ensuring seamless order processing, optimal logistics performance, excellent customer experience, and profitability. This role will oversee platform operations across marketplaces (Amazon, Flipkart, etc.) and the company’s own D2C website, ensuring growth, efficiency, and compliance with operational SLAs.

Key Responsibilities

1. Warehouse Operations Management

• Oversee all inbound and outbound activities for e-commerce orders.
• Ensure optimal layout, storage systems, and workflow for Seller Flex and other marketplace processes.
• Monitor daily pick-pack-ship performance and ensure adherence to dispatch SLAs.

2. Amazon Seller Flex & Marketplace Fulfillment

• Manage end-to-end Amazon Seller Flex operations, including system updates, slot booking, and compliance.
• Ensure 100% adherence to marketplace packaging, labelling, and quality standards.
• Coordinate daily with marketplace account managers on inventory sync, order processing, and performance metrics.

3. Inventory Control

• Maintain accurate real-time stock levels in Unicommerce, SAP, and marketplace portals.
• Minimize stock discrepancies through cycle counts and audits.
• Implement FIFO/FEFO for SKUs, especially for time-sensitive products.

4. Order Processing & Dispatch

• Streamline pick-list generation, scanning, packing, and shipment creation.
• Ensure daily order cut-off timelines are met to achieve next-day or same-day dispatch targets.
• Reduce order cancellations and RTO rates through proactive order and address verification.

5. Logistics & Last-Mile Coordination

• Liaise with courier partners for timely pick-ups and issue resolution.
• Track shipments and resolve delivery exceptions quickly.
• Optimize freight cost while maintaining SLA commitments.

6. Compliance & Audit

• Ensure tax, invoice, and GST compliance for all orders.
• Maintain records and documentation for operational audits by marketplaces.
• Train staff on Amazon compliance guidelines to avoid penalties or suspensions.

7. Team Management

• Lead a team of pickers, packers, loaders, and data entry staff.
• Create shift rosters to manage high-volume periods (sale days, festivals).
• Upskill team on WMS usage, scanning equipment, and process changes.

8.Returns & Customer Service

• Create efficient return/refund processes while reducing returns percentage.
• Work closely with the customer service team to address escalations and improve service quality.

9.. Technology & Automation

• Implement ERP/WMS/e-commerce tech stack for operational efficiency.
• Use analytics to monitor performance, identify bottlenecks, and improve operations.

10. Compliance & Quality Control

• Ensure compliance with taxation, invoicing, and e-commerce legal guidelines.
• Maintain packaging, labelling, and quality standards for all shipments.

Required Skills & Competencies

• Strong understanding of e-commerce business models (B2C, B2B, D2C, marketplaces).
• Proficiency in e-commerce integrations, SAP and Unicommerce,
• Analytical mindset with experience in data-driven decision making.
• Strong leadership and people-management skills.
• Excellent vendor management and negotiation skills.
• Ability to handle high-volume, fast-paced environments.

Qualifications & Experience

• Bachelor’s degree in Business, Supply Chain, Operations, or related field (MBA preferred).

• 5–6 years of experience in e-commerce operations, with at least 3 years in a leadership role.

• Proven track record in scaling e-commerce operations and improving operational KPIs.