Purpose & Overall Relevance for the Organization

eCommerce Post-Order Operations sits at the core of our online business operations. With thousands of orders fulfilled and returned across Emerging Markets, delivering a seamless, reliable, and efficient experience is critical to meeting growing consumer expectations and creating moments that matter.

The Senior Manager Post-Order Operations will lead the Post-Order Operations team across Emerging Markets, ensuring that operational execution across outbound and inbound journeys maintains the highest standards of reliability and efficiency. This role drives operational excellence across order fulfillment, delivery, tracking, exceptions, returns, and reverse logistics, while continuously identifying opportunities to elevate consumer experience and operational efficiency.

A key responsibility is identifying, evaluating, and enabling new fulfillment capabilities based on consumer needs, business requirements, and market innovations. You will collaborate closely with diverse internal and external stakeholders,



uniting technical system knowledge, consumer insights, process thinking, and structured communication.

Key Responsibilities

Lead Post-Order Operational Excellence
Own end-to-end Post-Order Operations across Emerging Markets, encompassing order fulfillment, delivery, tracking, delivery exceptions, cancellations, returns, reverse logistics, and refund process governance.
Ensure reliable and effective execution of outbound and inbound workflows by establishing clear operational standards, SLAs, governance mechanisms, and performance routines.
Continuously monitor operational performance, proactively identifying risks, issues, and continuous improvement opportunities.
Drive enhancement across key operational metrics, including OTIF Delivery, delivery reliability, Rev-to-net, cancellations, delivery exceptions, returns, and refund turnaround times.
Ensure effective operational readiness and execution during peak tradi

📌 Sr. Manager Ecom Post Order Operations EM (Gurugram)
🏢 Adidas
📍 Gurugram