Job Title: Operations Head – B2C

Department: Operations

Location: Bangalore

Experience: 2-4 Years

Industry: E-commerce / Quick Commerce / Retail / FMCG

Employment Type: Full-Time

Job Summary

We are looking for an experienced and result-oriented Operations Head – B2C to lead and manage the company's end-to-end B2C operations. The role will be responsible for ensuring smooth order processing, fulfillment, delivery coordination, inventory availability, customer experience, and operational efficiency.

The ideal candidate should have strong experience in managing high-volume B2C operations, leading cross-functional teams, improving processes, and achieving operational and customer-service KPIs.

Key Responsibilities

Lead and manage end-to-end B2C operations, from order placement to final delivery.

Ensure timely and accurate order processing, picking, packing, dispatch, and fulfillment.

Monitor daily operations and ensure achievement of defined SLAs and KPIs.

Coordinate with Procurement, Warehouse, Customer Support, Sales, Finance, and Delivery teams.

Monitor inventory availability, stock movement, order cancellations, and fulfillment issues.

Identify operational bottlenecks and implement effective corrective measures.

Develop and implement SOPs to improve operational efficiency and consistency.

Manage and mentor operations teams, team leads, coordinators, and support staff.

Track manpower requirements, productivity, attendance, and team performance.

Monitor customer complaints, escalations, refunds, replacements, and service issues in coordination with Customer Support.

Analyze operational reports and prepare daily, weekly, and monthly performance dashboards.

Improve order turnaround time, delivery efficiency, customer satisfaction, and overall service quality.

Work closely with technology/product teams to identify and resolve operational issues in the B2C platform/app.





Ensure proper coordination with delivery partners and third-party service providers.

Monitor operational costs and identify opportunities for cost optimization.

Establish performance metrics and conduct regular reviews with the operations team.

Ensure compliance with company policies, SOPs, safety standards, and operational guidelines.

Support business expansion by developing scalable operational processes.

Take ownership of operational escalations and ensure timely resolution.

Drive continuous improvement initiatives across the B2C operations function.

Key Performance Indicators (KPIs)

Order Fulfillment Rate

Order Processing Time

On-Time Delivery Rate

Order Cancellation Rate

Customer Complaint & Escalation Rate

Inventory Availability

Team Productivity

Operational Cost per Order

SLA Compliance

Customer Satisfaction

Delivery & Fulfillment Efficiency

Required Skills & Competencies

Strong leadership and team-management skills

Excellent knowledge of B2C/e-commerce operations

Strong analytical and problem-solving abilities

Good understanding of order management and fulfillment processes

Experience in SOP development and process optimization

Solid communication and coordination skills

Ability to work in a fast-paced and target-driven environment

Strong knowledge of Excel/MIS and operational reporting

Ability to manage multiple teams and operational priorities

Strong decision-making and escalation-management skills

Qualification

Bachelor's degree in Business Administration, Operations, Supply Chain, Retail Management, or a related field.

MBA/PGDM in Operations, Supply Chain, or Business Management will be an added advantage.

Preferred Experience

Candidates from B2C, E-commerce, Quick Commerce, FMCG, Retail, Food Delivery, Logistics, or Marketplace businesses with experience managing large-scale operations will be preferred.

Company website -http://urbnbazar.com/

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

- Food provided

Work Location: In person

📌 Operations Head (India)
🏢 BAZAR MELA PRIVATE
📍 India