E-commerce Operations Manager

Operations support for a fast-growing British jewellery & accessories brand

Designation

Department

E-commerce Operations Manager

Development (product)

Experience Required

Reporting to

7-10 Years

Operations Head (UK)

Employment Type

Location

Full-time (Daily overlap with UK working hours )

Ahmedabad

Job Summary

Our client is a rapid-growing British jewellery and accessories brand selling online and through retail stockists across the UK, US and EU. As the business scales across multiple warehouses and markets,

the Operations Head needs a capable second-in-command to take ownership of day-to-day operational performance, reporting, process and project delivery.

You will own recurring reporting, drive process improvement, coordinate across the UK, US and NL warehouses, run operational projects to completion, and handle people/HR administration freeing the Operations Head to focus on growth and strategy. You will work closely with the wider team

(Customer Service, Product Assistant, and an in-house accountant) but be expected to operate independently within your areas.

Key Responsibilities

Operational performance & reporting

Own and maintain SLA/KPI reporting across the UK, US and NL warehouses; provide daily review summaries to the Operations Head.

Build and run weekly cost tracking and operational cost reporting.

¢ Produce volume forecasts for warehouses to support planning and resourcing.

¢ Implement and maintain new Customer Service SLA reporting.

¢ Communicate marketing activity (product launches, sales) to warehouses and the CS team in good time.

Process & systems

¢ Review CS and operational processes, identify efciencies, implement improvements and document them (Scribe / SOPs).

¢ Manage IT administration: user setup,



SharePoint / Microsoft 365 folder management.

¢ Manage company equipment: purchasing, allocation and breakdowns.

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Project delivery

¢ Drive operational projects to completion, including system migrations and improvements (e.g.

Gorgias CS system, US returns/swap system, stock management system, shipping-protection tooling).

¢ Coordinate testing, follow-through and go-live readiness; ag risks and blockers early.

People & HR administration

¢ Administer new employee setup, holiday requests, and offboarding.

¢ Maintain BrightHR records and support Health & Safety administration for employees.

Team & operational support

¢ Support the daily CS team check-in and help keep the team on track (growing into greater ownership over time).

¢ Coordinate peak-season resourcing and preparation.

¢ Liaise with the in-house accountant on operational data they require (you will not own VAT or accounting yourself).

Success measures (KPIs)

Area

Reporting cadence

What good looks like

Weekly SLA/KPI, cost and forecast reports delivered on time and accurate, with no chasing required.

Warehouse performance issues identied and escalated within agreed timeframes.

Agreed processes reviewed, improved and documented in Scribe; SOPs kept current.

Warehouse SLAs

Process & documentation

Project delivery

Operational projects delivered to agreed go-live dates with risks agged early.

HR administration

Employee setup,



holidays and offboarding handled accurately and on time.

Operations Head time freed

Measurable reduction in recurring admin/reporting load on the Operations Head.

First 90 days

030 days

Learn the operation, tools and team. Shadow current reporting and warehouse coordination. Take over IT/SharePoint admin and HR administration.

3060 days

6090 days

Own weekly SLA/KPI and cost reporting end-to-end. Begin process reviews and Scribe documentation. Pick up one operational project.

Run forecasting and the new CS SLA reporting independently.

Deliver rst project milestone. Support the daily CS check-in.

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Requirements

¢ Proven experience in e-commerce operations, ideally in a multi-warehouse / multi-market environment.

¢ Strong ownership mindset able to run reporting, process and projects independently, not just assist.

¢ Condent with operational reporting, KPIs/SLAs and spreadsheets; comfortable turning data into clear summaries.

¢ Hands-on experience with Shopify; familiarity with CS tooling (e.g. Gorgias) and HR/IT systems.

¢ Experience documenting processes (Scribe or similar) and driving continuous improvement.

¢ Excellent written English and clear, proactive communication across time zones.

¢ Self-managed, dependable and organised, with strong attention to detail.

Tools you'll use

Shopify, Gorgias, BrightHR, SharePoint / Microsoft 365, EVRi, plus internal reporting and documentation tools (Scribe).

Outside this role To keep the role focused, the following sit with other people: stock transfers, Zalando and consumables (Product Assistant); VAT, accounting and royalty reporting (in-house accountant); and store customer-experience and B2B account management (handled separately within the client team).

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