Operations Lead - 1P E-commerce & Retail Marketplaces

Operations Lead – 1P E-commerce & Retail Marketplaces

Location: Jamshedpur, India (Remote)

Salary: 18LPA- 30LPA

Role Overview

Key Responsibilities

Marketplace Operations Management

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

Post-Sales Customer Lifecycle

Lead All Post-sales Activities, Including

• Customer onboarding and handover from Sales.
• Account management and periodic business reviews.
• Service delivery and SLA adherence.
• Renewal, upsell, and retention strategies.
• Develop and track customer health scores and implement proactive engagement strategies.
  

Team Leadership & Development

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

Process Excellence & SLA Management

Define And Monitor Service Level Agreements (SLAs), Including

• Response Time, Resolution Time, Reporting Accuracy, Customer Retention and Upsell/Cross Sell 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 present KPIs such as Customer NPS / CSAT, Churn rate and retention %, Operational efficiency metrics (orders processed, error rates, turnaround times) and other applicable metrics.
• Provide insights to support decision-making, client strategies, and growth opportunities.
• Performance Metrics (KPIs)
• Operational Efficiency
• SLA Adherence
• Customer Metrics
• Financial Metrics
• Team Metrics
  

Required Skills & Experience

• 7+ years of experience in operations management, with at least 2-3years in e-commerce/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.