eCommerce Operations Manager

Role DefinitionThe E-commerce Marketplace Manager is responsible for managing and optimizing day-to-day operations across online marketplaces including Amazon, Flipkart, Moglix, and JioMart. The role ensures seamless order processing, catalog accuracy, pricing competitiveness, advertising performance, customer satisfaction, and overall account health to drive sustainable sales growth.

1. Marketplace Account Management - Fully compliant and optimized seller accounts; up-to-date listings; resolved account health issues.
2. Catalog & Listing Management - Accurate product listings with optimized titles, descriptions, keywords, and images.
3. Order & Operations Handling - Smooth order flow; timely dispatches; minimal delays; proper coordination with warehouse/logistics.
4. Inventory & Pricing Oversight - Updated stock levels across platforms; competitive and profitable pricing.
5. Advertising & GrowthEfficient PPC campaigns; improved visibility; increased conversions and revenue.
6. Customer Service & Returns - Timely resolution of customer queries; reduced SLA breaches; controlled returns/claims.
7. Reporting & AnalyticsWeekly/monthly performance dashboards; actionable insights; competitor tracking.

Tasks & Activities

Marketplace Account Management

- Log into all marketplace portals daily and check dashboard alerts.

- Resolve account health notifications, listing suppressions, and policy warnings.

- Coordinate with marketplace support teams for technical or compliance issues.

Catalog & Listing Management- Upload new product listings and ensure catalog accuracy.

- Optimize titles, bullet points, keywords, and backend search terms.

- Update pricing, images, HSNs, GST, brand approvals, and attributes as required.

- Conduct routine audits to fix errors, suppressions, and mismatches.

Order & Operations Handling- Monitor and process daily orders.

- Coordinate with warehouse for packing, pickup scheduling, and dispatch.

- Track pending, delayed, and undelivered orders.

- Manage cancellations, returns (RTO/forward), and replacements.

Inventory & Pricing Oversight- Maintain inventory health across platforms.

- Sync stock levels with warehouse and avoid over-selling/stockouts.

- Monitor competitor prices and adjust pricing strategies.

Advertising & Sales Growth- Create and optimize Amazon PPC and Flipkart Ads campaigns.

- Track ACOS/ROAS, impressions, conversions, and adjust bids/keywords.

- Identify top-selling SKUs and scale them with promotional strategies.

Customer Experience- Respond to customer messages within SLA.

- Resolve negative feedback, order issues, and product concerns.

- Improve ratings, manage returns, and reduce claim rates.

Reports & Analytics- Generate sales, inventory, returns, and advertising reports.

- Analyze weekly/monthly trends and provide insights.

- Track competitor listings, pricing, and best-seller rankings.