Role- Delivery Manager Retail Digital Operations

Qualification - Minimum 15 years of regular, full-time education (10 + 2 + Graduation)

Shift - Night Shift (5:30 PM IST to 3:30 AM IST)

Please share your updated resume on [email protected]

Role Summary The Delivery Manager will be responsible for leading end-to-end Digital Operations delivery for eCommerce business, ensuring operational excellence, governance rigor, stakeholder satisfaction, and continuous transformation across Retail Digital Operations. The role requires robust expertise in Digital Commerce, Metrics & Governance, People Leadership, and Client Stakeholder Management while driving business outcomes through high-quality execution and process optimization.

Key Responsibilities

Delivery & Operations Management

- Lead and manage Digital Operations delivery across Site Merchandising, Product Onboarding, Marketplace Operations, Content Management, Promotions, and related eCommerce functions.
- Ensure adherence to SLA, productivity, quality, and turnaround time commitments.
- Drive operational excellence through process standardization, continuous improvement, and automation initiatives.
- Proactively identify delivery risks and implement mitigation plans to ensure business continuity.
- Manage high-volume retail operations while maintaining service quality and customer experience standards.

Metrics & Governance

- Own daily, weekly, monthly, and quarterly business reviews.
- Establish governance frameworks, operational scorecards, KPI dashboards, and executive reporting.
- Track and improve key metrics including:
- SLA Compliance
- Quality Accuracy
- Productivity
- Throughput
- Backlog Management
- Customer Experience Metrics & CSS
- Risk & Escalation Management
- Drive data-driven decision-making through Power BI, reporting dashboards, and business analytics.

Retail Digital Business & eCommerce Expertise

- Demonstrate strong understanding of Retail and Digital Commerce operations including:
- Product Information Management (PIM)




- Product Detail Page (PDP) Content
- Catalog & Assortment Management
- Site Merchandising
- Promotions & Campaign Execution
- Search, Browse & Taxonomy
- Marketplace Operations
- Digital Customer Experience
- Partner with business teams to improve product discoverability, content quality, speed-to-market, and operational efficiency.
- Support digital transformation and AI/Automation-led initiatives.

Stakeholder Management

- Act as the primary point of contact for client stakeholders, business partners, and cross-functional teams.
- Lead governance calls, operational reviews, and executive presentations.
- Build trusted advisor relationships with client leadership through proactive communication and outcome-focused delivery.
- Collaborate with Technology, Product, Merchandising, and Operations teams to drive business objectives.

People Leadership

- Lead and mentor large operations teams including Team Leads, SMEs, and Associates.
- Drive employee engagement, career development, succession planning, and talent retention.
- Conduct performance reviews, coaching sessions, and capability-building initiatives.
- Foster a high-performance culture focused on accountability, collaboration, and continuous learning.

Transformation & Continuous Improvement

- Identify opportunities for automation, process simplification, and operational optimization.
- Lead Lean, Six Sigma, AI, and Digital Transformation initiatives.
- Drive innovation programs that improve productivity, quality, and business outcomes.
- Champion best practices and knowledge management across the organization.

Preferred Skills

- Experience supporting leading retail organizations.
- Knowledge of Site Merchandising, Marketplace Operations, Product Onboarding, Content Management, and Digital Commerce platforms.
- Expertise in Power BI, Excel Analytics, and Operational Reporting.
- Lean Six Sigma certification preferred.
- Experience driving AI, Automation, and Transformation programs.
- Familiarity with AEM, PIM, CMS, Marketplace, and eCommerce ecosystems.

📌 Merchandising Delivery Manager Retail Digital operations (Chennai)
🏢 Tata Consultancy Services
📍 Chennai