Operations Manager

Operations Manager (Marketplaces & Warehouse Operations)

Job Title - Operations Manager – Marketplace & Warehouse Operations

Role Summary

We are looking for an experienced Operations Manager to lead and optimize end-to-end marketplace operations across multiple sales channels. The role will be responsible for order fulfillment, returns management, inventory control, refurbishment, Uniware OMS/WMS support, Amazon MFN operations, and cross-functional coordination with warehouse, logistics, finance, customer support, and technology teams. The objective is to ensure operational excellence, improve inventory health, maintain marketplace performance metrics, and drive continuous process improvements.

Key Responsibilities

1. Marketplace Operations & Order Fulfillment

• Oversee end-to-end marketplace order fulfillment across all channels.
• Ensure timely order processing while meeting defined TATs and SLAs.
• Monitor warehouse adherence to operational workflows and dispatch timelines.
• Coordinate with warehouse and logistics teams to ensure smooth daily operations.
• Drive operational efficiency and process compliance across marketplace operations.

2. Amazon MFN Operations

• Own the complete Amazon MFN (Merchant Fulfilled Network) operations.
• Ensure orders are dispatched within committed timelines.
• Coordinate with logistics partners to achieve delivery within Promise Delivery Date (PDD).
• Monitor and control Order Defect Rate (ODR), maintaining it below 1%.
• Coordinate with Customer Support for refunds, returns, A-to-Z claims, and customer issues.
• Manage damaged return validations and seller reimbursement/claims.
• Publish regular MFN operational performance reports and action plans.

3. Returns Management (Marketplace, D2C & B2B)

• Manage end-to-end return operations across Marketplace, D2C, Q-Commerce, and B2B channels.
• Ensure timely inwarding, put-away, and reconciliation of returned inventory.
• Track delayed or transit-pending returns and coordinate with marketplaces for resolution.
• Monitor return aging and reduce pending return backlogs.
• Ensure claims are raised for missing or delayed returns.
• Coordinate B2B return processing through PO and GRN creation.
• Maintain return tracking at SKU, AWB, warehouse, and marketplace levels.
• Ensure timely processing of credit notes against eligible returns.

4. Inventory Management & Reconciliation

• Monitor inventory accuracy across warehouses.
• Drive reduction of bad inventory through structured improvement initiatives.
• Coordinate inventory reconciliation with Finance and Warehouse teams.
• Plan and execute inventory audits and stock verification exercises.
• Track stock transfers, transit inventory, and inter-plant movements.
• Ensure timely inward of stock transfers and closure of transit cases.
• Manage Return Gate Pass (RGP) processes and vendor inventory movement.

5. Refurbishment & Inventory Recovery

• Lead refurbishment operations to maximize recovery of saleable inventory.
• Coordinate with warehouse teams for grading and rework activities.
• Validate QC processes to improve refurbishment quality.
• Ensure timely availability of packing materials for refurbishment.
• Increase conversion of good inventory while minimizing bad inventory.
• Drive projects focused on reducing inventory write-offs and improving recovery rates.
• Support liquidation planning for non-recoverable inventory.

6. Uniware OMS/WMS Support

• Provide operational support for Uniware OMS and WMS.
• Resolve order processing issues impacting warehouse operations.
• Troubleshoot OMS, VMS, and warehouse system exceptions.
• Coordinate with internal Technology teams and Uniware support teams for issue resolution.
• Monitor and close operational tickets through ODIN within SLA.
• Support implementation of new operational features and system enhancements.
• Participate in testing, UAT, rollout, and stabilization of new Uniware developments.

7. Cross-Functional Coordination

• Work closely with Warehouse Operations, Logistics, Customer Support, Finance, Technology, Category, and Marketplace teams.
• Coordinate operational improvements across central and warehouse functions.
• Drive issue resolution through regular stakeholder communication.
• Ensure seamless coordination between business and technology teams.

8. Process Improvement & Operational Excellence

• Identify opportunities to improve operational efficiency.
• Standardize warehouse and marketplace processes.
• Drive automation initiatives in collaboration with internal technology teams.
• Implement operational KPIs and continuous improvement projects.
• Develop SOPs and ensure compliance across warehouse operations.

Key Performance Indicators (KPIs)

• Marketplace Order Fulfillment SLA
• Order Processing TAT
• Amazon MFN Order Defect Rate (ODR < 1%)
• Promise Delivery Date (PDD) Compliance
• Marketplace Return TAT
• Return Aging
• B2B Return Processing SLA
• Inventory Accuracy
• Bad Inventory Reduction
• Refurbishment Conversion Rate
• Good Inventory Recovery %
• Stock Transfer Aging
• Transit Case Closure
• Return Gate Pass Closure
• Uniware Ticket Resolution SLA
• System Issue Resolution Time
• Warehouse Operational Compliance