Role Overview

We are seeking an experienced and results-driven Retail Operations Manager to lead and manage the end-to-end operations of Aavak's e-commerce and marketplace business. The role will be responsible for driving operational excellence across seller onboarding, catalog management, order management, inventory, warehousing, fulfillment, logistics, returns, customer and seller support, and overall marketplace operations.

The candidate will own the operational performance of the Retail vertical, establish scalable processes and SOPs, monitor operational KPIs and SLAs, drive cross-functional collaboration, and identify opportunities to improve efficiency, cost-effectiveness, service quality, and customer and seller experience. The role requires strong leadership, analytical, problem-solving, and stakeholder-management capabilities, with the ability to build and scale processes within a fast-paced startup environment.

Key Responsibilities

- Own and manage the end-to-end operational lifecycle of the Aavak Retail marketplace, covering seller activation, catalog readiness, order management, inventory, warehousing, fulfillment, last-mile delivery, returns, cancellations, and post-order support.
- Drive operational excellence by establishing standardized workflows, SOPs, process controls, SLAs, TATs, and quality benchmarks across retail operations.
- Manage and coordinate Retail Back Office, Retail Support, Warehouse, Fulfillment, and Delivery operations to ensure seamless execution and interdepartmental handoffs.
- Establish and monitor key operational metrics including Order Processing TAT, Order-to-Dispatch TAT, Fulfillment Rate, On-Time Dispatch, On-Time Delivery, Order Accuracy, Cancellation Rate, Return Rate, Inventory Accuracy, Seller Activation Rate, Issue Resolution TAT, and SLA adherence.
- Develop and maintain MIS dashboards and operational performance reports for daily, weekly, monthly, quarterly, and annual management reviews.
- Analyze operational data to identify process gaps, bottlenecks, failure points, cost leakages, and recurring operational issues, and implement corrective and preventive actions.
- Conduct Root Cause Analysis (RCA) for operational failures and develop appropriate Corrective Action and Preventive Action (CAPA) plans.
- Manage seller operational performance, including onboarding readiness, catalog quality, inventory availability, order fulfillment, dispatch compliance,



and adherence to marketplace policies.
- Work closely with the Sales and Back Office teams to improve seller onboarding TAT, activation rates, catalog readiness, and seller adoption.
- Oversee coordination between Warehouse and Delivery teams to optimize inventory movement, order fulfillment, dispatch planning, route coordination, and last-mile delivery performance.
- Monitor inventory accuracy and investigate stock variances, damages, shrinkage, returns, and reconciliation discrepancies in coordination with Warehouse and Accounts teams.
- Coordinate with Accounts on seller commissions, payouts, settlements, reimbursements, returns, and operational financial reconciliations.
- Work with IT and Platform teams to identify, prioritize, and resolve system defects, workflow issues, integration failures, dashboard discrepancies, and platform-related operational bottlenecks.
- Collaborate with Marketing and Sales teams to ensure campaign readiness, promotional execution, seller participation, inventory availability, and operational capacity planning.
- Establish appropriate escalation matrices and issue-resolution workflows for customer, seller, warehouse, fulfillment, logistics, and platform-related issues.
- Monitor customer and seller feedback, identify recurring pain points, and drive Customer Experience (CX) and Seller Experience (SX) improvements.
- Identify opportunities for process automation, workflow optimization, technology adoption, and cost rationalization across retail operations.
- Develop capacity planning and resource allocation processes to ensure operational readiness as order volumes, seller base, and geographic coverage increase.
- Monitor operational costs and identify opportunities to improve cost per order, fulfillment efficiency, logistics efficiency, and overall unit economics.
- Ensure operational teams adhere to company policies, SOPs, compliance requirements, safety standards, and defined service-level benchmarks.
- Lead, mentor, and manage operational teams,



establish performance expectations, allocate responsibilities, and drive KPI-based performance management.
- Conduct periodic operational reviews and performance audits and present key findings, trends, risks, and improvement plans to senior management.
- Support senior management in developing the operating model, organizational structure, scalability framework, and expansion strategy for the Retail business.

Required Skills & Qualifications

- Proven experience in e-commerce operations, marketplace operations, retail operations, supply chain operations, or fulfillment management, preferably at a managerial level.
- Strong understanding of the end-to-end e-commerce order lifecycle, including seller onboarding, catalog management, inventory, order management, fulfillment, logistics, returns, cancellations, and customer support.
- Demonstrated experience in operations management, process design, SOP development, workflow optimization, and operational governance.
- Strong knowledge of KPI, SLA, TAT, MIS, dashboard, and performance-management frameworks.
- Strong analytical and problem-solving skills with the ability to perform RCA, CAPA, process mapping, gap analysis, and continuous improvement.
- Experience managing cross-functional teams and multiple operational stakeholders.
- Strong understanding of warehouse, inventory, fulfillment, and last-mile delivery operations.
- Proficiency in Microsoft Excel, MIS reporting, dashboards, and operational analytics; familiarity with ERP, WMS, OMS, CRM, or marketplace management systems preferred.
- Ability to interpret operational data and translate insights into actionable business and process improvements.
- Strong leadership, communication, negotiation, stakeholder-management, and decision-making skills.
- Solid understanding of cost optimization, operational efficiency, resource planning, and unit economics.
- Ability to operate independently, take ownership of business-critical operational issues, and work under tight timelines.
- Ability to work in a fast-paced, high-growth startup and multi-brand environment.
- Prior experience in e-commerce, marketplace, D2C, retail technology, logistics, or fulfillment operations preferred.

Pay: ₹25,000.00 - ₹45,000.00 per month

Education

- Bachelor's (Required)

Experience:
- E-Commerce Operation: 4 years (Preferred)

Work Location: In person

📌 E-commerce Operations Manager (Ahmedabad)
🏢 Aavak Retail Private
📍 Ahmedabad