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

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