Operations & Customer Experience Lead – B2C

Operations & Customer Experience Lead – B2C

Role Overview

We are looking for a hands-on operations leader who can own and scale global operations out of India. The role requires startup agility, comfort with ambiguity, and the ability to design processes while executing them at speed. You’ll work closely with global teams and directly impact customer experience in the US & UK.

Key Responsibilities

• Build and manage end-to-end global operations: order fulfillment, logistics, and customer service for US & UK.
• Set up and scale processes from scratch – SOPs, playbooks, dashboards, escalation frameworks.
• Lead demand planning & forecasting: align with sales/supply chain teams to ensure the right inventory at the right time.
• Manage customer service for international customers: build SLAs, improve CX, reduce escalations, and raise NPS/CSAT.
• Own vendor/LSP relations: negotiate with 3PLs, FedEx, UPS, and regional logistics partners for cost efficiency and SLA compliance.
• Drive automation and tech adoption across ERP/OMS/CRM tools (Zoho, Odoo, Shopify, EasyEcom, Vinculum, etc.).
• Establish performance KPIs: on-time delivery, first response time, fill rates, RTO %, SLA adherence.
• Act as a bridge between India hub and global leadership, providing insights, weekly dashboards, and action plans.

Requirements

• 8–12 years of experience in eCommerce / D2C / B2C startup operations.
• Proven track record in customer service + demand planning + supply chain management.
• Startup/scale-up DNA: thrives in fast-moving environments, builds processes in ambiguity, balances strategic thinking with tactical execution.
• Strong with tools: ERP/OMS/CRM/WMS (Zoho, Odoo, SAP, Shopify, Vinculum, EasyEcom).
• Analytical mindset: Excel, Looker Studio, dashboards.
• Based in Delhi NCR (or willing to relocate).

Job Types: Full-time, Permanent

Pay: ₹2,000,000.00 - ₹2,500,000.00 per year

Application Question(s):

• Do you have experience in customer service + demand planning + supply chain management.
• Do you have experience on the following tools ERP/OMS/CRM/WMS (Zoho, Odoo, SAP, Shopify, Vinculum, EasyEcom).
• Are you open to onsite role in in Delhi NCR (or willing to relocate).
• Do you have 8–12 years of experience in eCommerce / D2C / B2C startup operations

Work Location: In person