Senior Manager - Fulfilment Operations - Internet/Online

Fulfilment operations will primarily include customer care, vendor management and escalations handling. The role of a Sr Manager-Fulfilment Operations will be to ensure a good customer experience (CSAT of 4.5+/5), while scaling store operations and keeping the fulfilment cost in control.

Expectations from the role :

- In depth well rounded experience of e-commerce fulfilment operations is expected. The candidate should have built and scaled the vendor management and/or customer care operations from scratch.

- Extensive connections in the e-commerce industry is a must along with logical thought process and ability to take quick thoughtful decisions to bring speed into the initial set up.

- Ability to hire and retain the best talent in the industry-Setting up clear expectations and interviewing guidelines for the recruiter/hiring agency and the interview panel.

- Objective seller evaluation and developing a collaborative connection with the onboarded sellers.

- Conducting weekly and monthly review/update meetings with relevant external/internal stakeholders and publishing status reports for visibility and decision making.

- Overall ownership of the performance of the supply chain function:

- Planning and defining the fulfilment operations strategy

- Benchmarking and defining performance metrics (for function and team)

- Building dashboards for visibility (internal and external)

- Hiring the best in class talent and mentoring (to keep engagement)

- Coordination with cross-functional teams (for enabling best practices)

- Engaging external agencies (sellers, trainers, tech/product companies, etc)

- Enabling the team by removing roadblocks and regular training/skill development

- Data-based decision making (for long term)

- Driving standardization, continuous improvement and stellar customer experience

- Driving quality, efficiency and cost in fulfilment operations

An ideal candidate will be:

- Eager to learn and grow, displaying high levels of ownership and drive to perform.

- Good verbal and written communication. Ability to analyze data and make decisions.

- Proactive in approach, organised, aggressive in action and results oriented.

- A team leader with high patience and integrity.

- Willing to get their hands dirty to get the task done.

- An MBA, with at least 10 years experience in managing people. Prior experience of at least 6 years in fulfilment/vendor/care operations is a must.

- Assertive with a high level of maturity.