Vice President Operations - Ecommerce

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About Us:

IndiVillage is a social enterprise dedicated to creating economic opportunities in rural India, with a special focus on empowering women and young people. With over 1,000 employees, we're a rapidly growing organization that provides AI and data support services to some of the world's most innovative companies in Healthcare, Agriculture, Manufacturing, Retail, and e-Commerce.

We're missionaries, not mercenaries. Through our unique Impact Sourcing model, we provide meaningful careers to individuals with limited access to work opportunities. IndiVillage reinvests all profits into community development initiatives through the IndiVillage Foundation, focusing on Education, Gender, and Livelihoods (aligned with SDGs 4, 5, and 8). We've impacted over 100,000 people and aim to touch another 100,000 by 2030.

IndiVillage is part of Machani Group, which combines 90+ years of precision engineering excellence with breakthrough AI innovation. Through our venture studio, we've created transformative technologies including Tresa Trucks (electric mobility),Xarpie Labs (VR experiences), Machani Robotics, creator of the RIA humanoid platform. IndiVillage (AI-as-a-service with social impact) is a hugely important part of the organisation.

Role Overview:

We are looking for a strategic and dynamic leader to oversee key e-commerce accounts. The ideal candidate will ensure high-quality service delivery, drive operational excellence, and enable business growth through proactive account management.

Key Responsibilities:

• Ensure SLAs, quality, and productivity benchmarks are consistently met or exceeded across all accounts.
• Regularly assess QC and training programs to ensure alignment with business outcomes.
• Identify operational gaps in current processes and implement corrective actions swiftly.
• Establish robust, scalable SOPs to maintain consistency in service delivery.
• Develop and mentor a pool of people managers capable of independently running operations.
• Collaborate with cross-functional teams to identify and bridge skill gaps.
• Drive people engagement by leading from the front and fostering a high-performance culture.
• Continuously identify opportunities to improve revenue, reduce costs, and expand account capabilities.
• Use structured data analysis and storytelling to influence client and internal stakeholders.
• Apply Six Sigma and RCA methodologies to resolve recurring issues and drive continuous improvement.

Requirements:

• 12–15 years of experience in operations management and team leadership.
• 8–10 years of experience managing e-commerce accounts or e-commerce operations.
• Proven experience in client relationship management and stakeholder engagement.
• Strong analytical skills; ability to use data to tell a compelling story.
• Certified in Six Sigma tools (Green Belt or higher) and RCA.
• Excellent interpersonal, leadership, and communication skills.
• Strong process mindset with hands-on experience in operational transformation.