Head of Operations-Ecommerce & Retail Marketplace

Key Responsibilities:

Marketplace Operations Management:

• Oversee daily backend operations across Amazon, Walmart, Target, and other marketplaces.
• Ensure accuracy in order processing, invoice reconciliation, shortage management, claims, and compliance.
• Establish and optimize Standard Operating Procedures (SOPs) to enhance efficiency and scalability.
• Coordinate with cross-functional teams (Tech, Finance, Sales) for end-to-end issue resolution.

Post-Sales Customer Lifecycle:

• Lead customer onboarding, account management, business reviews, and SLA adherence.
• Implement renewal, upsell, and retention strategies.
• Develop and track customer health scores and proactively engage customers to improve satisfaction.

Team Leadership & Development:

• Manage a team of account managers, service delivery personnel, and operations executives/managers.
• Set KPIs, monitor team performance, and drive accountability.
• Conduct coaching, upskilling sessions, and quarterly performance reviews; implement Individual Development Plans (IDPs).
• Promote a culture of continuous improvement, ownership, and problem-solving.

Process Excellence & SLA Management:

• Define and monitor SLAs including Response Time, Resolution Time, Reporting Accuracy, Customer Retention, and Upsell/Cross-Sell metrics.
• Implement automation, dashboards, and analytics to reduce manual dependency.
• Drive cost efficiencies through lean operations and process optimization.

Reporting & Analytics:

• Deliver weekly, monthly, and quarterly reports to management and clients.
• Track and report KPIs such as Customer NPS/CSAT, churn rate, retention %, operational efficiency (orders processed, error rates, turnaround times).
• Provide insights to support decision-making, client strategies, and growth opportunities.

Required Skills & Experience:

• 9+ years in operations management with 5+ years in e-commerce or retail marketplace operations (Amazon, Walmart, Target preferred).
• Proven success in post-sales account management, service delivery, and customer success.
• Strong leadership experience managing teams of 15-30 members.
• Data-driven mindset with proficiency in Excel, BI tools, CRM systems, and marketplace dashboards.
• Deep understanding of SLA management, process automation, and customer lifecycle metrics.
• Excellent communication, stakeholder management, and problem-solving skills.