Job Description Operations Manager (Marketplaces & Warehouse Operations)
n Job Title - Operations Manager – Marketplace & Warehouse Operations
n Role Summary
n 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.
n Key Responsibilities
n 1. Marketplace Operations & Order Fulfillment
n n Oversee end-to-end marketplace order fulfillment across all channels.
n Ensure timely order processing while meeting defined TATs and SLAs.
n Monitor warehouse adherence to operational workflows and dispatch timelines.
n Coordinate with warehouse and logistics teams to ensure smooth daily operations.
n Drive operational efficiency and process compliance across marketplace operations.
n n 2. Amazon MFN Operations
n n Own the complete Amazon MFN (Merchant Fulfilled Network) operations.
n Ensure orders are dispatched within committed timelines.
n Coordinate with logistics partners to achieve delivery within Promise Delivery Date (PDD).
n Monitor and control Order Defect Rate (ODR), maintaining it below 1%.
n Coordinate with Customer Support for refunds, returns, A-to-Z claims, and customer issues.
n Manage damaged return validations and seller reimbursement/claims.
n Publish regular MFN operational performance reports and action plans.
n n 3. Returns Management (Marketplace, D2C & B2B)




n n Manage end-to-end return operations across Marketplace, D2C, Q-Commerce, and B2B channels.
n Ensure timely inwarding, put-away, and reconciliation of returned inventory.
n Track delayed or transit-pending returns and coordinate with marketplaces for resolution.
n Monitor return aging and reduce pending return backlogs.
n Ensure claims are raised for missing or delayed returns.
n Coordinate B2B return processing through PO and GRN creation.
n Maintain return tracking at SKU, AWB, warehouse, and marketplace levels.
n Ensure timely processing of credit notes against eligible returns.
n n 4. Inventory Management & Reconciliation
n n Monitor inventory accuracy across warehouses.
n Drive reduction of bad inventory through structured improvement initiatives.
n Coordinate inventory reconciliation with Finance and Warehouse teams.
n Plan and execute inventory audits and stock verification exercises.
n Track stock transfers, transit inventory, and inter-plant movements.
n Ensure timely inward of stock transfers and closure of transit cases.
n Manage Return Gate Pass (RGP) processes and vendor inventory movement.
n n 5. Refurbishment & Inventory Recovery
n n Lead refurbishment operations to maximize recovery of saleable inventory.
n Coordinate with warehouse teams for grading and rework activities.
n Validate QC processes to improve refurbishment quality.




n Ensure timely availability of packing materials for refurbishment.
n Increase conversion of good inventory while minimizing bad inventory.
n Drive projects focused on reducing inventory write-offs and improving recovery rates.
n Support liquidation planning for non-recoverable inventory.
n n 6. Uniware OMS/WMS Support
n n Provide operational support for Uniware OMS and WMS.
n Resolve order processing issues impacting warehouse operations.
n Troubleshoot OMS, VMS, and warehouse system exceptions.
n Coordinate with internal Technology teams and Uniware support teams for issue resolution.
n Monitor and close operational tickets through ODIN within SLA.
n Support implementation of recent operational features and system enhancements.
n Participate in testing, UAT, rollout, and stabilization of new Uniware developments.
n n 7. Cross-Functional Coordination
n n Work closely with Warehouse Operations, Logistics, Customer Support, Finance, Technology, Category, and Marketplace teams.
n Coordinate operational improvements across central and warehouse functions.
n Drive issue resolution through regular stakeholder communication.
n Ensure seamless coordination between business and technology teams.
n n 8. Process Improvement & Operational Excellence
n n Identify opportunities to improve operational efficiency.
n Standardize warehouse and marketplace processes.
n Drive automation initiatives in collaboration with internal technology teams.
n Implement operational KPIs and continuous improvement projects.
n Develop SOPs and ensure compliance across warehouse operations.
n n Key Performance Indicators (KPIs)
n n Marketplace Order Fulfillment SLA
n Order Processing TAT
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