Senior Operations Executive

What you’ll do
*Own day-to-day operational performance for a portfolio of sellers.
*Build strong relationships with sellers and act as a trusted point of contact.
*Identify operational gaps and proactively resolve seller issues.
*Track key metrics around SLA, TAT, escalations, service quality, and seller satisfaction.
*Work closely with internal teams across Operations, Customer Support, Product, and Account Management to drive resolutions.
*Analyze operational data and identify opportunities to improve processes and seller experience.
*Drive initiatives that improve seller retention, satisfaction, and overall operational efficiency.
*Handle critical escalations with a strong sense of ownership and urgency.
*Create and implement SOPs and process improvements as the business scales.

Requirements:
• Operational Excellence: Proven ability to manage and resolve NDR cases efficiently while
maintaining accurate records and documentation.
• Analytical Skills: Proficiency in analyzing performance metrics and identifying trends or areas
for improvement.
• Communication Skills: Strong ability to coordinate and follow up with multiple stakeholders,
including KAMs and courier POCs.
• Attention to Detail: Highly organized with the ability to ensure timely and accurate reporting
and tracking.
• Proactivity: Ability to identify and flag operational challenges proactively and suggest
actionable solutions.