Operations Manager - D2C - CTC upto 25 LPA

About the Role

We are looking for a highly driven and hands-on Operations Manager to own and manage the end-to-end operations of our D2C business.

The role will be responsible for ensuring seamless order management, inventory planning, warehouse & fulfilment, logistics, returns/RTO management, vendor coordination and operational reporting. The ideal candidate should have strong experience in a fast-paced D2C/e-commerce environment and be comfortable working across multiple teams and external partners.

The candidate will be expected to build scalable processes, improve operational efficiency and ensure a superior customer experience as the business scales.

Key Responsibilities

1. D2C & Order Operations

• Own the complete order lifecycle from order placement to delivery.
• Ensure timely processing, picking, packing, invoicing and dispatch of orders.
• Monitor order ageing, cancellations, fulfilment accuracy and dispatch TAT.
• Identify and resolve operational bottlenecks impacting customer experience.
• Ensure smooth backend operations across the D2C website and marketplaces.

2. Inventory & Warehouse Management

• Manage inventory availability and accuracy across warehouses and sales channels.
• Monitor stock levels, ageing inventory, stock-outs and excess inventory.
• Coordinate with supply chain/procurement teams for replenishment planning.
• Work closely with warehouses/3PLs to ensure accurate inward, storage, picking, packing and dispatch.
• Conduct periodic inventory reconciliation and warehouse audits.

3. Logistics & Last-Mile Operations

• Manage relationships with courier partners, 3PLs and logistics aggregators.
• Monitor delivery TAT, delivery success rate, NDR and RTO performance.
• Drive initiatives to reduce RTO, shipping costs and delivery failures.
• Evaluate logistics partners on cost, coverage, SLA adherence and service quality.
• Negotiate and manage logistics SLAs and commercial terms.

4. Returns, Refunds & RTO

• Own the end-to-end returns, replacements, refunds and RTO process.
• Analyse reasons for returns, cancellations and RTOs.
• Identify recurring issues and implement corrective actions.
• Coordinate with customer service, warehouse, finance and logistics teams for timely resolution.

5. Marketplace & E-commerce Operations

• Manage operational aspects of platforms such as Amazon, Flipkart, Myntra, Nykaa, quick-commerce platforms and other relevant channels, wherever applicable.
• Ensure inventory and order synchronization across platforms.
• Monitor platform SLAs, cancellations, returns, claims and operational penalties.
• Coordinate with marketplace teams to resolve operational escalations.

6. Process Improvement & SOPs

• Develop and implement SOPs, workflows and operational controls.
• Identify process gaps and drive automation wherever possible.
• Conduct root-cause analysis of recurring operational issues.
• Build scalable processes to support increasing order volumes.
• Continuously improve operational efficiency and customer experience.

7. Cross-functional Coordination

• Work closely with Sales, Marketing, Supply Chain, Procurement, Finance, Customer Experience and Technology teams.
• Ensure operational readiness for product launches, campaigns and peak-sale periods.
• Coordinate with vendors and external partners to ensure uninterrupted operations.

Candidate Profile

• 5–10 years of experience in D2C, e-commerce, consumer brands, FMCG, retail or related industries.
• Strong hands-on experience in D2C/e-commerce operations, fulfilment, logistics, inventory and warehouse management.
• Experience managing 3PL/courier/logistics partners.
• Strong understanding of RTO, NDR, returns, refunds and reverse logistics.
• Experience with Shopify and/or OMS/WMS platforms such as Unicommerce, EasyEcom, Vinculum, Shiprocket, etc., is preferred.
• Strong proficiency in MS Excel / Google Sheets and operational dashboards.