Job Description

Operations Manager (Marketplaces & Warehouse Operations)

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Job Title - Operations Manager – Marketplace & Warehouse Operations

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Role Summary

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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.

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Key Responsibilities

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1. Marketplace Operations & Order Fulfillment

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- Oversee end-to-end marketplace order fulfillment across all channels.
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- Ensure timely order processing while meeting defined TATs and SLAs.
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- Monitor warehouse adherence to operational workflows and dispatch timelines.
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- Coordinate with warehouse and logistics teams to ensure smooth daily operations.
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- Drive operational efficiency and process compliance across marketplace operations.
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2. Amazon MFN Operations

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- Own the complete Amazon MFN (Merchant Fulfilled Network) operations.
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- Ensure orders are dispatched within committed timelines.
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- Coordinate with logistics partners to achieve delivery within Promise Delivery Date (PDD).
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- Monitor and control Order Defect Rate (ODR), maintaining it below 1%.
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- Coordinate with Customer Support for refunds, returns, A-to-Z claims, and customer issues.
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- Manage damaged return validations and seller reimbursement/claims.
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- Publish regular MFN operational performance reports and action plans.
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3. Returns Management (Marketplace, D2C & B2B)

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- Manage end-to-end return operations across Marketplace, D2C, Q-Commerce, and B2B channels.
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- Ensure timely inwarding, put-away, and reconciliation of returned inventory.
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- Track delayed or transit-pending returns and coordinate with marketplaces for resolution.
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- Monitor return aging and reduce pending return backlogs.
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- Ensure claims are raised for missing or delayed returns.
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- Coordinate B2B return processing through PO and GRN creation.
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- Maintain return tracking at SKU, AWB, warehouse, and marketplace levels.
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- Ensure timely processing of credit notes against eligible returns.
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4. Inventory Management & Reconciliation

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- Monitor inventory accuracy across warehouses.
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- Drive reduction of bad inventory through structured improvement initiatives.
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- Coordinate inventory reconciliation with Finance and Warehouse teams.
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- Plan and execute inventory audits and stock verification exercises.
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- Track stock transfers, transit inventory, and inter-plant movements.
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- Ensure timely inward of stock transfers and closure of transit cases.
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- Manage Return Gate Pass (RGP) processes and vendor inventory movement.
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5. Refurbishment & Inventory Recovery

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- Lead refurbishment operations to maximize recovery of saleable inventory.
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- Coordinate with warehouse teams for grading and rework activities.
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- Validate QC processes to improve refurbishment quality.
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- Ensure timely availability of packing materials for refurbishment.
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- Increase conversion of good inventory while minimizing bad inventory.
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- Drive projects focused on reducing inventory write-offs and improving recovery rates.
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- Support liquidation planning for non-recoverable inventory.
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6. Uniware OMS/WMS Support

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- Provide operational support for Uniware OMS and WMS.
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- Resolve order processing issues impacting warehouse operations.
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- Troubleshoot OMS, VMS, and warehouse system exceptions.
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- Coordinate with internal Technology teams and Uniware support teams for issue resolution.
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- Monitor and close operational tickets through ODIN within SLA.
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- Support implementation of current operational features and system enhancements.
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- Participate in testing, UAT, rollout, and stabilization of new Uniware developments.
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7. Cross-Functional Coordination

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- Work closely with Warehouse Operations, Logistics, Customer Support, Finance, Technology, Category, and Marketplace teams.
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- Coordinate operational improvements across central and warehouse functions.
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- Drive issue resolution through regular stakeholder communication.
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- Ensure seamless coordination between business and technology teams.
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8. Process Improvement & Operational Excellence

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- Identify opportunities to improve operational efficiency.
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- Standardize warehouse and marketplace processes.
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- Drive automation initiatives in collaboration with internal technology teams.
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- Implement operational KPIs and continuous improvement projects.
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- Develop SOPs and ensure compliance across warehouse operations.
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Key Performance Indicators (KPIs)

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- Marketplace Order Fulfillment SLA
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- Order Processing TAT
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📌 Operations Manager (Bengaluru)
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📍 Bengaluru