Senior Operations Manager

About Us:

Sudathi is a fast-growing D2C women's ethnic wear brand known for quality, innovation, and exceptional customer service. We are expanding our operations and looking for a driven and detail-oriented Operations Manager to join our dynamic team.

Role Overview:

The Operations Manager will be responsible for overseeing the entire order-to-delivery lifecycle, ensuring smooth refunds and return handling, managing courier relationships, and driving operational excellence across the fulfilment process. This is a core position that directly impacts customer satisfaction and operational efficiency.

Key Responsibilities:

Order Management

• Monitor and manage daily order processing through the website and backend systems.
• Coordinate with warehouse/dispatch teams for timely order fulfilment.
• Resolve any order issues (e.g., address errors, payment mismatches).

Courier and Logistics Management

• Handle courier partnerships: performance monitoring.
• Track shipment pickups, deliveries, and exceptions (delayed, lost, RTO orders).
• Work with courier companies to escalate and resolve shipping issues quickly.

Refunds and Payment Reconciliation

• Manage the complete refunds lifecycle for prepaid and COD orders.
• Ensure timely processing of customer refunds via payment gateways or manual transactions.
• Coordinate with finance teams to reconcile courier remittance and COD collections.

Returns and Exchange Handling

• Implement and streamline the return/exchange process as per the brand policy.
• Ensure returned products are quality-checked, reprocessed, or flagged for damage.
• Maintain transparent communication with customers regarding their returns.

Process Improvement

• Identify operational bottlenecks and suggest system automations or improvements.
• Collaborate with customer care and warehouse teams to optimize fulfilment timelines.

Reporting and KPIs

• Prepare weekly and monthly reports on order volumes, return rates, courier SLAs, and refund TATs.
• Track key operational metrics like Order-to-Dispatch Time, Delivery TAT, RTO %, and Refund Timelines.

Customer First

• Maintain high operational standards to deliver a superior customer experience.
• Work closely with customer support teams to resolve operational queries.

Requirements:

• Strong knowledge of logistics, courier management, and e-commerce platforms (Shopify experience is a plus).
• Good understanding of refund and payment gateway processes.
• Hands-on with Excel, Google Sheets, basic ERP/OMS tools.
• Excellent problem-solving skills and proactive attitude.
• Strong communication, vendor management, and coordination skills.

Preferred Qualifications:

• Experience in

  e-commerce operations, logistics, and payment gateway.

• Familiarity with

  Shopify Plus

  and other ERP/OMS tools.

Why Join Us?

• Be part of a rapidly growing e-commerce brand.
• Opportunity to work with cutting-edge Shopify tools and technologies.
• Competitive salary and performance-based incentives.
• Collaborative and innovative work environment.