Key Responsibilities:

Marketplace Operations Management:

- Oversee daily backend operations across Amazon, Walmart, Target, and other marketplaces.
- Ensure accuracy in order processing, invoice reconciliation, shortage management, claims, and compliance.
- Establish and optimize Standard Operating Procedures (SOPs) to enhance efficiency and scalability.
- Coordinate with cross-functional teams (Tech, Finance, Sales) for end-to-end issue resolution.

Post-Sales Customer Lifecycle:

- Lead customer onboarding, account management, business reviews, and SLA adherence.
- Implement renewal, upsell, and retention strategies.
- Develop and track customer health scores and proactively engage customers to improve satisfaction.

Team Leadership & Development:

- Manage a team of account managers, service delivery personnel, and operations executives/managers.
- Set KPIs, monitor team performance, and drive accountability.
- Conduct coaching, upskilling sessions, and quarterly performance reviews; implement Individual Development Plans (IDPs).
- Promote a culture of continuous improvement, ownership, and problem-solving.

Process Excellence & SLA Management:

- Define and monitor SLAs including Response Time, Resolution Time, Reporting Accuracy, Customer Retention,



and Upsell/Cross-Sell metrics.
- Implement automation, dashboards, and analytics to reduce manual dependency.
- Drive cost efficiencies through lean operations and process optimization.

Reporting & Analytics:

- Deliver weekly, monthly, and quarterly reports to management and clients.
- Track and report KPIs such as Customer NPS/CSAT, churn rate, retention %, operational efficiency (orders processed, error rates, turnaround times).
- Provide insights to support decision-making, client strategies, and growth opportunities.

Required Skills & Experience:

- 9+ years in operations management with 5+ years in e-commerce or retail marketplace operations (Amazon, Walmart, Target preferred).
- Proven success in post-sales account management, service delivery, and customer success.
- Robust leadership experience managing teams of 15-30 members.
- Data-driven mindset with proficiency in Excel, BI tools, CRM systems, and marketplace dashboards.
- Deep understanding of SLA management, process automation, and customer lifecycle metrics.
- Excellent communication, stakeholder management, and problem-solving skills.

📌 Head of Operations-Ecommerce & Retail Marketplace (Jamshedpur)
🏢 Cedcoss Technologies
📍 Jamshedpur