Head - Business - Online/Internet

The Operations Head will manage the strategy, planning and day-to-day execution of the Platform.

This individual will be highly strategic, driven and analytical, with passion for customer experience and relentless approach to improve order fulfillment operations and optimize click to delivery time for customers.

Responsibilities :

Strategy/Roadmap :

- Help shape the strategy and roadmap for world-class omnichannel operations including, but not limited to Assortment Management, Quality, Vendor Relationship Management and Optimized Web Content.

Execution :

- Manage complete end to end process around online web product content including new SKU launches, vendor management and set up in internal systems.

- Define and manage best in class SEO optimized assortment to support omnichannel initiatives.

- Manage Implement and execute robust QA process by performing quality checks at different levels - pre build, post build and post launch of new items. Identify best in class QA practices and opportunities for process improvements that can be tested and implemented.

- Define and manage assortment maintenance plan and activities. Work with different Category Vendors to ensure timely handoffs of assortment, item set up forms, imaging and product content.

- Manage SOPs related with various front store digital activities. Identify process improvements and efficiencies that can help in the reduction in overall cycle time (assortment hand off to product launch).

- Lead operational readiness by partnering with Product Management, Marketing and IT prior to major product or system releases.

- Execute on the roadmap to enable world class omnichannel capabilities. Manage refinement and optimization of omnichannel order management system.

- Analytics/Insights.

- Identify key omnichannel operations KPIs and share monthly reporting/insights with stakeholders.

Process Improvements :

- Drive efficiency/automation in SKU set up and maintenance operations.

- Proactively partner with various stakeholders to identify, recommend and implement process improvements to gain operational efficiencies and maximize customer experience.

- Own and drive ongoing problem solving of omnichannel operational issues in partnership with IT, Call Centers and Product Managers.