Site Operations Manager

Job Title:

Role Overview:

Site Operations Manager

Key Responsibilities:

• Website Management:

  Ensure the site is functioning smoothly across devices. Oversee product listings, real-time updates, and coordination with the tech team for any issues or enhancements.

• Product Listing & Quality Control:

  Coordinate with sourcing and QC teams to ensure every listed mobile phone has accurate descriptions, images, condition tags (e.g., Like New, Good, Fair), and warranty info.

• Inventory & Catalog Coordination:

  Ensure accurate stock availability across SKUs, track inward/outward movement, and minimize listing errors or stock-outs.

• Order Fulfilment & Returns:

  Monitor end-to-end order flow – from confirmation to delivery and return pickups. Coordinate with warehouse and courier partners for timely dispatch and reverse logistics.

• Campaign & Promotion Execution:

  Align with marketing for sale events, flash deals, and promotions. Ensure backend readiness in terms of pricing, discounts, banners, and coupon codes.

• Customer Experience Support:

  Work with customer service to address escalations around order delays, device condition disputes, or refund issues. Ensure quick TAT for resolution.

• Platform Improvement & Reporting:

  Monitor site performance metrics (e.g., conversion rate, page load time, bounce rate) and recommend optimizations. Share weekly MIS with key insights and suggestions.

• Process Compliance & SOPs:

  Enforce operational SOPs around grading, listing, packaging, and dispatch of second-hand phones to ensure consistent quality and user satisfaction.

Qualifications:

• Graduate/Postgraduate in Business, Operations, or related fields.
• 4–6 years of experience in e-commerce operations; experience in electronics, re-commerce or second-hand goods is preferred.
• Strong coordination skills across warehouse, logistics, tech, and customer service functions.
• Familiarity with catalog management, CMS tools, and order processing systems.
• Data-driven mindset with hands-on knowledge of Excel, Google Analytics, and CRM tools.
• Excellent problem-solving and communication skills.