We are looking for a hands-on E-commerce Operations, Logistics & Customer Experience Manager to manage Bagyo’s daily online operations and post-purchase experience.

You will ensure every customer order is processed accurately, dispatched on time, tracked proactively, and supported until delivery, exchange, return, or resolution. You will coordinate closely with warehouse/production teams, courier partners, Shopify operations, and customers, while building simple processes and dashboards that improve delivery performance and customer satisfaction.

This is a high-ownership role for someone comfortable working in a fast-moving D2C/e-commerce workplace.

Key responsibilities

- Manage daily order operations on Shopify, including order verification, processing, fulfilment status, cancellations, address updates, and exceptions.
- Coordinate with production, inventory, packing, and dispatch teams to ensure orders are ready and shipped within defined timelines.
- Manage relationships and day-to-day escalations with courier/logistics partners.
- Track all in-transit orders and proactively identify delayed, stuck, failed-delivery, lost, damaged, or RTO shipments.
- Communicate proactively with customers on dispatch status, delivery delays, address issues, product availability, customisation timelines, exchanges, returns, and refunds.




- Handle customer queries across WhatsApp, email, Instagram/social channels, calls, and other support channels used by Bagyo.
- Own the return, exchange, refund, replacement, and reverse-logistics process end to end.
- Reduce RTOs through order confirmation, address validation, COD verification, and follow-up on failed delivery attempts.
- Maintain accurate daily reports on orders received, dispatched, pending, delivered, delayed, cancelled, returned, exchanged, and refunded orders.
- Monitor inventory availability and flag low-stock, overselling, damaged-stock, or fulfilment issues to the relevant team.
- Work with Shopify, shipping aggregators, courier dashboards, spreadsheets, and customer-support tools to keep operational data accurate.
- Create and improve SOPs for order fulfilment, packing checks, customer communication, returns, refunds, courier escalation, and escalation management.
- Analyse recurring customer complaints and delivery issues, then recommend process improvements to reduce them.
- Coordinate with the founder/management team on operational priorities, delivery performance, customer feedback, and improvement opportunities.

Pay: ₹11,186.01 - ₹20,000.00 per month

Work Location: In person

📌 E-commerce Operations, Logistics & Customer Experience Manager (Gurugram)
🏢 Bagyo
📍 Gurugram