Responsiblities :
About the Role:

We are looking for an experienced and highly organized Operations Manager to oversee and streamline the day-to-day operations of our e-commerce business. As an Operations Manager, you will play a crucial role in ensuring the smooth and efficient functioning of our online retail processes, from inventory management and order fulfillment to customer service and logistics. You will collaborate with cross-functional teams, including marketing, sales, IT, and customer service, to optimize workflows and achieve key operational goals.

The ideal candidate will have a strong background in e-commerce operations, excellent leadership skills, and a proven track record of improving operational efficiencies while maintaining a high standard of customer satisfaction.

Key Responsibilities:

E-commerce Operations Management:

Oversee the daily operations of the e-commerce business, including order processing, inventory management, shipping, and customer service.
Ensure timely and accurate order fulfillment, monitoring all stages of the process from order placement to delivery.
Manage relationships with third-party logistics (3PL) providers and shipping carriers, ensuring efficient and cost-effective delivery solutions.
Inventory & Supply Chain Management:

Monitor and optimize inventory levels to avoid stockouts or overstocking, ensuring that the right products are available for customers at all times.
Work closely with the procurement and supply chain teams to forecast demand, plan restocks, and handle returns and exchanges.
Implement systems to improve inventory accuracy and manage warehouse operations, including product storage, handling, and picking/packing processes.
Process Optimization & Efficiency:

Identify and implement process improvements to enhance operational efficiency, reduce costs, and improve speed and accuracy across all operational functions.
Streamline workflows for order processing, returns management, and customer service to improve turnaround time and overall performance.
Establish and track key performance indicators (KPIs) to measure operational efficiency and team performance.
Customer Experience & Satisfaction:

Ensure the e-commerce platform provides a seamless customer experience, from browsing and purchasing to post-purchase support.
Work closely with the customer service team to resolve escalated issues, returns, or complaints, ensuring a positive customer experience.
Monitor customer feedback and implement improvements to the fulfillment and delivery process to enhance satisfaction.
Team Leadership & Development:

Lead and manage a team of e-commerce operations staff, providing coaching, training, and performance management.
Ensure that team members are motivated, aligned with company goals, and well-equipped to handle day-to-day tasks.
Collaborate with HR to ensure the recruitment, training, and development of operations staff as the business grows.
Data Analysis & Reporting:

Monitor and analyze operational data to identify trends, challenges, and opportunities for improvement.
Provide regular reports to senior management on operational performance, inventory levels, order fulfillment, and any issues or bottlenecks.
Leverage analytics tools to track key metrics such as order cycle time, delivery time, customer satisfaction, and fulfillment costs.
Vendor & Partner Management:

Manage relationships with key vendors, suppliers, and technology partners, ensuring that service level agreements (SLAs) are met and costs are controlled.
Negotiate contracts with suppliers and third-party providers to secure favorable terms and ensure quality service.
Compliance & Risk Management:

Ensure compliance with relevant regulations, including product safety standards, data protection laws, and e-commerce regulations.
Identify potential operational risks and develop mitigation strategies to address them.