Role Summary
We are looking for an experienced Operations Manager to lead and optimize end-to-end marketplace operations across multiple sales channels. The role will be responsible for order fulfillment, returns management, inventory control, refurbishment, Uniware OMS/WMS support, Amazon MFN operations, and cross-functional coordination with warehouse, logistics, finance, customer support, and technology teams. The objective is to ensure operational excellence, improve inventory health, maintain marketplace performance metrics, and drive continuous process improvements.
Key Responsibilities
1. Marketplace Operations & Order Fulfillment
Oversee end-to-end marketplace order fulfillment across all channels.
Ensure timely order processing while meeting defined TATs and SLAs.
Monitor warehouse adherence to operational workflows and dispatch timelines.
Coordinate with warehouse and logistics teams to ensure smooth daily operations.
Drive operational efficiency and process compliance across marketplace operations.
2. Amazon MFN Operations
Own the complete Amazon MFN (Merchant Fulfilled Network) operations.
Ensure orders are dispatched within committed timelines.
Coordinate with logistics partners to achieve delivery within Promise Delivery Date (PDD).
Monitor and control Order Defect Rate (ODR), maintaining it below 1%.
Coordinate with Customer Support for refunds, returns, A-to-Z claims, and customer issues.
Manage damaged return validations and seller reimbursement/claims.
Publish regular MFN operational performance reports and action plans.
3. Returns Management (Marketplace, D2C & B2B)
Manage end-to-end return operations across Marketplace, D2C, Q-Commerce, and B2B channels.
Ensure timely inwarding, put-away, and reconciliation of returned inventory.
Track delayed or transit-pending returns and coordinate with marketplaces for resolution.
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