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 growth opportunities opportunities within a fast-growing Global Capability Center.

📌 Assistant Manager / Manager – Marketplace Operations (Night Shift) (Mumbai)
🏢 Ergode
📍 Mumbai