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 fast-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 positive 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 transparent 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 robust 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).
174

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