Operation Manager

We are looking for an experienced Return Operations Manager to manage and improve the complete return process of our e-commerce operations. The candidate will be responsible for handling customer returns, courier returns, RTO shipments, product verification, inventory reconciliation, team performance, and overall return accuracy.

• Key ResponsibilitiesManage the complete Return, RTO and Reverse Logistics process.
• Monitor daily return shipments received from customers and courier partners.
• Ensure proper checking, scanning, sorting and verification of returned products.
• Identify reasons for returns such as damaged products, wrong products, quality issues, courier issues, or customer-related reasons.
• Coordinate with Warehouse, Customer Care, Dispatch, Inventory and Logistics teams.
• Ensure returned products are properly updated in inventory/system records.
• Maintain accurate records of return quantity, value, recovery and losses.
• Reduce return percentage through proper root-cause analysis and corrective actions.
• Monitor fake, damaged, missing-item and incorrect return cases.
• Manage and guide the return operations team and ensure daily productivity targets are achieved.
• Prepare daily, weekly and monthly return reports for management.
• Track pending return cases and ensure timely closure.
• Improve SOPs and processes to increase return recovery and reduce operational losses.
• Coordinate with courier companies and marketplaces regarding return discrepancies.
• Ensure proper segregation of reusable, damaged, defective and non-saleable stock.
• Required SkillsStrong knowledge of E-commerce Return Operations / Reverse Logistics / RTO.
• Team handling and operational management skills.
• Good knowledge of Excel and reporting.
• Strong analytical and problem-solving skills.
• Good communication and coordination abilities.
• Inventory and warehouse process understanding.
• Ability to work with high-volume operations and meet deadlines.