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ergode·4 days ago

Assistant Manager / Manager – Marketplace Operations (Night Shift)

Mumbai, IndiaFull-timeSenior · 6-10 years

About this role

Assistant Manager / Manager – Marketplace Operations (Night Shift)

Location: Mulund, Mumbai
Department: Global Capability Center (GCC)
Reporting To: General Manager – GCC

About the Role

We are looking for an experienced and proactive operations leader to manage end-to-end marketplace operations for our US-based ecommerce business. The ideal candidate will drive operational excellence, lead cross-functional teams, manage international client relationships, and ensure seamless execution across customer support, vendor management, order fulfillment, and process improvement initiatives.

Key Responsibilities

  • Lead Customer Support operations across Email, Calls, Social Media, and other communication channels while ensuring SLA adherence and high customer satisfaction.
  • Manage Returns, Refunds, Chargebacks, and Customer Dispute Resolution.
  • Oversee Vendor Operations, Vendor Onboarding, and Order Fulfillment to ensure timely processing and issue resolution.
  • Monitor online customer reviews and manage the company's reputation across various review platforms.
  • Prepare and publish operational reports, dashboards, and performance metrics.
  • Lead, mentor, and develop Operations Executives and Team Leaders.
  • Collaborate with international clients and internal stakeholders to resolve operational challenges.
  • Identify process improvement opportunities, develop SOPs, and drive automation and AI initiatives.

Experience & Qualifications

  • 6 to 10 years of experience in Ecommerce Operations, Marketplace Operations, Customer Support, Vendor Management, or Business Operations.
  • Minimum 2 to 3 years of team handling experience.
  • Experience with Shopify, Amazon, Walmart Marketplace, Wayfair, Zulily, or similar ecommerce platforms is preferred.

Required Skills

  • Strong leadership and people management
  • Excellent communication and stakeholder management
  • Advanced Excel and Google Sheets
  • Hands-on experience with Shopify, Rithum (DSCO), CRM/Ticketing tools
  • Strong analytical, problem-solving, and process improvement skills
  • Customer-focused with high ownership and accountability

Why Join Us?

  • Lead operations for global ecommerce brands.
  • Work with international clients and cross-functional teams.
  • Exposure to AI-driven operations and process automation.
  • Clear career growth opportunities within a fast-growing Global Capability Center.

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