Operations Manager

Operations Manager – E-commerceCompany: AHAM E-COMMERCE PRIVATE LIMITED

Job Type: Full-Time

Department: Operations

Reporting To: Director / Head of Management

Experience: 3 years Minimum

About the Role AHAM E-COMMERCE PRIVATE LIMITED is looking for a highly responsible, proactive, and result-oriented Operations Manager to oversee and manage the overall day-to-day operations of our e-commerce business.

The company operates an e-commerce website and mobile applications, and this role will be responsible for ensuring that the business operates smoothly, efficiently, and in coordination across all departments.

The Operations Manager will work directly with the Director / Head of Management and will be responsible for providing regular operational updates, identifying problems, implementing solutions, coordinating teams, monitoring performance, and ensuring that company objectives are achieved.

This is a hands-on management role for someone who can take ownership of operations and ensure that tasks are completed on time without requiring constant supervision.

• Key Responsibilities1. Overall Business OperationsManage and supervise the company's day-to-day operational activities.
• Ensure smooth functioning of all operational departments and business processes.
• Coordinate between different teams and ensure proper communication.
• Monitor daily activities, pending tasks, deadlines, and operational targets.
• Identify operational problems and take timely corrective action.
• Develop and implement SOPs, workflows, processes, and operational systems.
• Ensure that company policies and procedures are properly followed.
• Continuously identify opportunities to improve efficiency, productivity, and customer experience.
• Take ownership of operational issues from identification through resolution.
• 2. E-commerce OperationsOversee the complete operational cycle of the company's e-commerce website and mobile applications.
• Monitor product listings, product availability, pricing, inventory, orders, cancellations, returns, refunds, and customer issues.
• Coordinate with the technology/product team regarding website and mobile application issues.
• Ensure that operational requirements are communicated clearly to the technical team.
• Monitor website/app performance from an operational and customer perspective.
• Ensure smooth order processing and fulfillment.
• Monitor order status and resolve operational bottlenecks.
• 3. Order & Fulfillment ManagementMonitor daily orders and ensure timely processing and dispatch.
• Coordinate with warehouse, inventory, logistics, delivery partners, and vendors.
• Track delayed, failed, cancelled, returned, and undelivered orders.
• Establish systems to reduce order processing and delivery delays.
• Monitor Return-to-Origin (RTO), returns, refunds, and replacement processes.
• Ensure proper reconciliation of orders, payments, returns, and refunds.
• 4. Inventory & Warehouse CoordinationMonitor inventory levels and stock availability.
• Coordinate with warehouse and inventory teams.
• Ensure accurate inventory records.
• Monitor fast-moving and slow-moving products.
• Identify stock shortages and excess inventory.
• Coordinate stock replenishment with relevant teams/vendors.
• Ensure proper processes for receiving, storing, picking, packing, dispatching, and returning products.
• Conduct/coordinate regular inventory reconciliation and stock audits.
• 5. Customer Experience & SupportOversee customer service operations.
• Monitor customer complaints, escalations, refunds, returns, and unresolved tickets.
• Ensure customer queries are addressed within defined timelines.
• Analyze recurring customer complaints and implement corrective measures.
• Monitor customer satisfaction and operational service levels.
• Escalate serious or sensitive customer issues to management when required.
• 6. Vendor & Partner ManagementCoordinate with suppliers, vendors, logistics companies, service providers, and other business partners.
• Monitor vendor performance, service quality, pricing, timelines, and commitments.
• Follow up on pending vendor-related matters.
• Resolve operational disputes and issues in coordination with management.
• Maintain proper records of vendors, agreements, services, and performance.
• Assist management in evaluating and onboarding new vendors/service providers.
• 7. Team ManagementSupervise operational employees and team members.
• Allocate daily responsibilities and targets.
• Monitor attendance, productivity, performance, and task completion.
• Conduct regular team meetings and operational reviews.
• Train employees on processes and SOPs.
• Identify performance gaps and take corrective action.
• Build accountability within the team.
• Coordinate recruitment requirements with management/HR when additional manpower is required.
• 8. Technology & Product CoordinationCoordinate with developers, technology teams, agencies, and service providers for operational requirements.
• Report website/app bugs and operational issues.
• Track reported issues until resolution.
• Ensure critical technical problems affecting customers or operations are escalated immediately.
• Participate in testing of new features, updates, payment systems, order systems, and operational functionalities.
• Suggest technology/process improvements based on operational requirements.
• 9. Payments, Reconciliation & Financial OperationsMonitor payment-related operational issues.
• Coordinate with payment gateway/service providers regarding failed, pending, or disputed transactions.
• Monitor refunds and payment settlements.
• Coordinate with accounts/finance teams for order, refund, vendor, and payment reconciliation.
• Identify discrepancies and ensure timely resolution.
• Maintain proper operational records and documentation.

10. MIS, Reporting & Management InformationThe Operations Manager will be responsible for maintaining and providing accurate operational reports to the Director / Head of Management.

Daily ReportsDaily reporting may include:

• Total orders
• Orders processed
• Orders dispatched
• Pending orders
• Cancelled orders
• Returned orders
• Refunds
• Delivery issues
• Customer complaints
• Inventory issues
• Vendor issues
• Website/app issues
• Team productivity
• Major operational incidents
• Pending tasks and action items
• Important issues requiring management attention
• Weekly ReportsOperational performance summary
• Team performance
• Order and fulfillment performance
• Returns/cancellations analysis
• Customer complaint analysis
• Vendor performance
• Inventory status
• Major operational problems
• Corrective actions taken
• Pending management decisions
• Monthly ReportsOverall operational performance
• Order and sales-related operational metrics
• Fulfillment performance
• Cancellation and return analysis
• Customer service performance
• Inventory performance
• Vendor performance
• Team productivity
• Operational costs/issues
• Major achievements
• Major challenges
• Process improvements implemented
• Outstanding issues
• Recommendations for management
• Operational plan for the following month

11. Performance Monitoring & KPIsThe Operations Manager will establish and monitor appropriate operational KPIs, including:

• Order processing time
• Order fulfillment rate
• Dispatch performance
• Delivery performance
• Cancellation rate
• Return/RTO rate
• Refund turnaround time
• Customer complaint resolution time
• Customer support response time
• Inventory accuracy
• Stock availability
• Vendor performance
• Team productivity
• Operational cost efficiency
• Website/app operational issues
• SLA adherence
• 12. SOP & Process DevelopmentCreate and maintain Standard Operating Procedures (SOPs).
• Document important business processes.
• Ensure employees follow approved processes.
• Review processes regularly and identify improvements.
• Reduce dependency on individual employees by creating structured systems.
• Establish clear accountability and escalation procedures.
• 13. Compliance & Risk ManagementEnsure operational activities are conducted according to company policies and applicable laws/regulations.
• Maintain required operational records and documentation.
• Identify operational risks and report them to management.
• Implement appropriate controls to minimize fraud, errors, losses, and process failures.
• Immediately escalate major financial, legal, security, data, customer, or reputational risks to the Director/Head of Management.

14. Management CoordinationThe Operations Manager will work directly with the Director / Head of Management and will:

• Provide regular updates on business operations.
• Escalate critical issues immediately.
• Present operational performance and analysis.
• Execute management decisions and strategic directions.
• Follow up on tasks assigned by management.
• Ensure decisions are implemented within the required timeline.
• Keep management informed about important developments, risks, delays, and opportunities.

15. Authority & OwnershipThe selected candidate will be expected to take ownership of the company's operational activities within the authority delegated by management.

The Operations Manager should be capable of:

• Making day-to-day operational decisions.
• Assigning work to operational teams.
• Coordinating with vendors and service providers.
• Resolving routine operational problems.
• Implementing approved processes.
• Escalating high-value, sensitive, strategic, financial, legal, or exceptional matters to management.
• Taking responsibility for operational outcomes rather than simply forwarding problems to management.

Candidate ProfileWe are looking for a candidate who is:

• Highly organized and process-oriented.
• Strong in team management and coordination.
• Comfortable working in a fast-paced e-commerce environment.
• Strong in problem-solving and decision-making.
• Good at communication and follow-up.
• Comfortable working with Excel/Google Sheets and operational dashboards.
• Capable of preparing MIS and management reports.
• Able to coordinate with technology, logistics, warehouse, customer support, vendors, finance, and other teams.
• Able to work independently and take ownership.
• Comfortable handling multiple responsibilities simultaneously.
• Data-driven and focused on measurable results.
• Willing to be accountable for the overall operational performance of the business.
• Preferred ExperienceExperience in e-commerce operations, marketplace operations, retail, logistics, operations management, or a related field.
• Experience managing teams and multiple operational functions.
• Experience working with e-commerce websites/mobile applications.
• Knowledge of order management, inventory, logistics, returns, refunds, and customer support.
• Experience with MIS, Excel/Google Sheets, dashboards, and KPI reporting.
• Experience coordinating with vendors, logistics partners, technology teams, and service providers.

Key QualitiesOwnership | Accountability | Leadership | Problem Solving | Communication | Execution | Process Management | Team Management | Data Analysis | Customer Focus

Reporting StructureOperations Manager → Director / Head of Management

The Operations Manager will provide daily operational updates, weekly performance reviews, and monthly management reports directly to the Director / Head of Management.

Critical issues involving significant financial impact, legal/compliance concerns, security/data concerns, major customer escalations, serious technology failures, or other material business risks must be escalated to management immediately.

Important NoteThis is a high-responsibility, hands-on management position. The selected candidate is expected to take ownership of the company's day-to-day operational functioning, coordinate across departments, identify and resolve operational issues, maintain reporting systems, and ensure that assigned business objectives are executed effectively.

The exact scope of authority, approval limits, financial powers, and departmental responsibilities will be determined by the management of AHAM E-COMMERCE PRIVATE LIMITED.