Hiring Manager - Ecommerce Operations || Noida

Job Description

Manager Operations

Location: Noida, India
Work Schedule: Rotational Shifts
Experience: 8-12 Years
Education: Graduate in any discipline
Team Size: 40-50 Members

About the Role

We are looking for a highly enthusiastic, results-oriented, and experienced Manager E-commerce Operations to lead a team of 4050 members in a dynamic, customer-focused environment. The ideal candidate will possess strong e-commerce domain knowledge, proven people-management capabilities, excellent English communication skills, and a passion for operational excellence.

The role involves managing day-to-day operations, maintaining service delivery standards, building strong client relationships, driving team performance, and implementing continuous process improvements and automation initiatives.

Key Responsibilities

1. Operations Management

• Manage and oversee day-to-day operations, ensuring adherence to defined service levels, productivity targets, quality standards, and delivery timelines. Experience working in Ecommerce domain desired.
• Demonstrate strong domain knowledge of processes, workflows, and operational requirements.
• Monitor key operational metrics, identify performance gaps, and implement corrective and preventive actions.
• Ensure consistent and efficient execution of operational activities in line with client expectations and business objectives.

2. Team Leadership and People Management

• Lead, mentor, and manage a team of 40–50 members, ensuring effective workforce utilization and operational productivity.
• Drive employee engagement, motivation, and accountability while fostering a positive and performance-driven work culture.
• Conduct regular team meetings, performance reviews, coaching sessions, and feedback discussions.
• Manage attendance, shift rosters, leave planning, resource allocation, and other routine people-management activities.
• Identify training needs and support employee development, cross-skilling, and succession planning.

3. Client Relationship Management

• Develop and maintain strong working relationships with clients and internal stakeholders.
• Act as a key point of contact for operational reviews, performance discussions, escalations, and issue resolution.
• Communicate operational updates, challenges, and improvement plans clearly and professionally.
• Ensure timely resolution of client concerns while maintaining high levels of client satisfaction and service quality.

4. Performance and Quality Management

• Establish, monitor, and review KPIs, SLAs, productivity, quality, turnaround time, and other relevant performance indicators.
• Use quality management tools and root-cause analysis techniques to identify recurring issues and improve operational outcomes.
• Drive performance improvement plans and ensure timely closure of identified gaps.
• Promote a culture of accountability, quality consciousness, and continuous improvement.

5. Process Improvement and Automation

• Identify opportunities to streamline workflows, eliminate inefficiencies, and improve operational performance.
• Drive process improvement initiatives using structured problem-solving and continuous improvement methodologies.
• Evaluate opportunities for automation and effective utilization of tools and technologies.
• Collaborate with relevant teams to implement process enhancements that improve productivity, accuracy, quality, and cost efficiency.

6. Reporting and Stakeholder Management

• Prepare and present periodic operational performance reports, dashboards, and management updates.
• Analyze trends and provide actionable insights to support business decisions.
• Coordinate with cross-functional teams to ensure seamless operations and timely resolution of dependencies.
• Ensure compliance with organizational policies, client requirements, and applicable process guidelines.

Required Qualifications and Experience

• Graduate in any discipline from a recognized university.
• 8–12 years of overall professional experience, preferably in e-commerce operations, business process management, or a related service delivery environment.
• Demonstrated experience in managing teams, preferably in a BPO, BPM, shared services, or e-commerce operations setup.
• Proven capability to manage teams of 40–50 members or a comparable operational span.
• Strong understanding of e-commerce processes, operational workflows, quality standards, and performance metrics.
• Experience in client relationship management, stakeholder communication, and operational issue resolution.
• Working knowledge of quality management tools, reporting systems, process improvement methodologies, and relevant operational technologies.
• Exposure to automation initiatives and workflow optimization will be an advantage.

Key Skills and Competencies

• Leadership and People Management: Ability to motivate, coach, and develop a large team while maintaining accountability and discipline.
• Communication: Excellent written and verbal English communication skills, with the ability to interact confidently with clients and senior stakeholders.
• Domain Expertise: Strong e-commerce knowledge and the ability to understand business requirements and operational challenges.
• Client Management: Strong relationship-building, negotiation, escalation-handling, and problem-solving skills.
• Performance Orientation: Ability to work with targets, analyze metrics, and consistently deliver operational results.
• Quality and Process Excellence: Familiarity with quality tools, root-cause analysis, continuous improvement, and process standardization.
• Tools and Technology: Ability to work with operational dashboards, reporting tools, spreadsheets, workflow systems, and automation solutions.
• Personal Effectiveness: Strong organizational skills, adaptability, ownership, time management, and the ability to prioritize multiple responsibilities.
• Attitude and Mindset: Highly enthusiastic, proactive, resilient, collaborative, and focused on achieving business objectives.

Work Requirements

• Willingness to work in rotational shifts based on business and client requirements.
• Ability to work from the Noida office.
• Flexibility to manage changing business priorities, operational escalations, and time-sensitive deliverables.
• Ability to thrive in a fast-paced, client-centric environment while maintaining high standards of quality and productivity.

Interested candidates can share resume at [email removed]