Operations Lead - Marketplace & Fulfilment

You will be joining GEMGEM, a premium, AI-enabled online marketplace for pre-owned fine jewelry located in Surat, India. Our platform is dedicated to transforming the buying and selling experience of high-value jewelry with authenticity and transparency. As we continue to grow, we are seeking a reliable Operations Lead to play a crucial role in supporting our expansion. In this role, as the Operations Lead, you will be responsible for overseeing the day-to-day operations of the marketplace. This includes managing shipping, logistics, customer service, and fostering cross-functional collaboration with a sense of urgency, accountability, and clarity. It is a hands-on position that requires a strong focus on execution rather than administrative tasks. Key Responsibilities: - Managing Shipping & Fulfillment: Coordinating domestic and international shipments through various carriers, securing competitive rates, and ensuring timely pickup, authentication, and delivery of items. - Customer Service Oversight: Monitoring and ensuring prompt responses from the customer service team, implementing standard operating procedures for efficiency and consistency. - Operational Execution: Following up on operations-related tasks to completion, identifying and addressing issues proactively, and collaborating with different teams to streamline processes. - Process Ownership: Proposing improvements, addressing gaps, and leading the implementation of enhancements, as well as handling reporting, documentation, and basic vendor/account management. Requirements: - 3-6 years of experience in operations, fulfillment, or logistics, preferably in eCommerce or marketplace settings. - Demonstrated ability to take ownership and drive tasks independently. - Strong communication and coordination skills. - Proficiency in tools such as ClickUp, Zoho Vault, or similar platforms. - Fluency in English is required, knowledge of Gujarati or Hindi is a plus. - Must be based in Surat and available for full-time on-site work. What We Offer: - Competitive salary ranging from 7.5 to 10 LPA based on experience. - Direct involvement in the growth of an international marketplace. - Transparent and high-expectation startup culture with ample learning opportunities and exposure to global operations.,