About the Role

As ORM Manager, you'll own ShftX's reputation across every marketplace, review platform, and social channel our 12+ brands sell on. Ratings and reviews directly drive Buy Box eligibility, ad approval,

conversion, and account health on Amazon and Flipkart — so this isn't a support function, it's a growth lever. You'll build the systems, playbooks, and (eventually) the team that keeps ShftX's brands trusted at scale, while working closely with Ecommerce, Performance Marketing, CX, and R&D; to fix problems at the root, not just respond to them.

Key Roles & Responsibilities

1. Marketplace Ratings & Account Health

Own product and seller ratings across Amazon, Flipkart, Blinkit, Zepto, and other marketplaces where ShftX brands sell.

Track and protect account health metrics — Order Defect Rate, Return/Refund Rate, Voice of the

Customer (VOC) dashboards, Seller Rating — that affect Buy Box, ad eligibility, and catalogue visibility.

Flag and act on early warning signs of account health risk before they escalate into suspensions or listing restrictions.

1. Review & Feedback Management

Monitor, categorize, and respond to product reviews and customer feedback across all platforms in line with brand tone and TAT targets. Identify and report fake, malicious, or policy-violating reviews for takedown through official marketplace channels.

Run structured post-purchase review-generation campaigns to build organic positive review volume.

1. Root-Cause Collaboration





Partner with R&D; and Quality teams to translate recurring complaint patterns (product defects, packaging, delivery issues) into fixes — not just repeated fire-fighting.

Work with the Ecommerce/Marketplaces team on listing accuracy, since mismatched expectations are a major driver of negative reviews.

Loop in Performance Marketing when reputation issues affect ad performance or platform standing.

4 Reporting & Analytics

Report weekly/monthly on rating trends, resolution rates, response TAT, and account health status across brands to leadership.

Present sentiment and reputation insights that inform product, marketing, and operations decisions.

Requirements

1–3 years of experience in online reputation management, customer experience, or e-commerce operations , marketplace experience (Amazon/Flipkart seller-side) preferred but not mandatory.

Prior experience managing or building a small team is a plus.

Bachelor's degree in any discipline; no specific degree requirement.

What We Offer

Ownership of a function that directly impacts revenue and account health across 8+ brands.

A founder-led, execution-first culture with minimal red tape.

Room to build the ORM function's tools, team, and playbook from the ground up.

Fast-paced, high-growth environment at one of India's fastest-scaling consumer electronics houses.

Pay: Up to ₹35,000.00 per month

Benefits

- Cell phone reimbursement
- Commuter assistance
- Adaptable schedule
- Paid time off

Work Location: In person

📌 Online Reputation Management (Palam)
🏢 ShftX Tech
📍 Palam