Head – Operations – eCommerce

We are looking for a dynamic and strategic Head of Operations (Ecommerce) to lead and scale our e-commerce operations. The ideal candidate will be responsible for overseeing supply chain management, logistics, order fulfilment, customer service, and operational efficiency to ensure a seamless shopping experience. This role requires a leader who can optimize processes, manage teams, and drive growth in a fast-paced e-commerce environment.

Key Responsibilities

• Operations & Fulfilment Management
• Oversee end-to-end e-commerce operations, including supply chain, warehousing, logistics, and last-mile delivery.
• Ensure efficient order fulfilment, inventory management, and timely deliveries.
• Implement automation and technology solutions to improve operational efficiency.
• Supply Chain & Vendor Management
• Develop and manage relationships with logistics partners, suppliers, and third-party service providers.
• Optimize procurement, storage, and distribution strategies to minimize costs and maximize efficiency.
• Monitor stock levels and prevent stockouts or overstocking.
• Customer Experience & Service
• Work closely with the customer service team to enhance post-purchase experiences.
• Implement strategies to improve response time, issue resolution, and overall customer satisfaction.
• Performance & Process Optimization
• Analyze operational KPIs (e.g., order accuracy, fulfilment speed, return rates) and drive continuous improvements.
• Identify bottlenecks in operations and implement solutions to streamline workflows.
• Ensure compliance with industry regulations and company policies.
• Cross-functional Collaboration
• Work closely with marketing, product, finance, and technology teams to align operations with business goals.
• Support growth initiatives such as new product launches, international expansion, and marketplace integrations.

Qualifications & Experience

• Bachelor’s or Master’s degree in Business, Supply Chain Management, Operations, or related field.
• 10+ years of experience in e-commerce operations, supply chain, or logistics leadership roles.
• Strong understanding of e-commerce platforms (Unicommerce etc.), warehouse management systems (WMS), and ERP tools.
• Experience managing third-party logistics (3PL) providers, couriers, and fulfillment centers.
• Ability to lead teams, negotiate contracts, and manage budgets effectively.
• Strong analytical, problem-solving, and decision-making skills.
• Experience in scaling operations for high-growth e-commerce businesses is a plus.

(ref:iimjobs.com)