STELCORE MANAGEMENT SERVICES PRIVATE LIMITEDJOB DESCRIPTION |

CONFIDENTIALECOMMERCE OPERATIONS MANAGER

1. Role Purpose

The E-commerce Operations Manager will be responsible for managing the day-to-day operational performance of STELCORE's e-commerce business across marketplaces, D2C, B2B and quick-commerce channels. The role will ensure that orders move efficiently from order receipt through processing, inventory allocation, fulfillment, dispatch, delivery and returns, while maintaining agreed service levels, inventory accuracy and customer experience.

The role will coordinate closely with Warehouse, Logistics, Technology/OMS, Finance, Customer Service, KAM and Business teams to resolve operational issues, improve processes and ensure timely execution.

The position is an operations and business execution role, not a technical IT role.

Core Responsibilities

A. E-commerce Order & Fulfillment Management

- Manage end-to-end order processing across assigned e-commerce channels.
- Monitor order receipt, processing, picking, packing, dispatch and delivery.
- Ensure orders are processed within agreed SLAs.
- Monitor order ageing, backlog and pending orders.
- Identify bottlenecks affecting order processing and coordinate corrective action.
- Monitor cancellations, failed orders and fulfillment exceptions.
- Ensure customer commitments are translated into operational actions.

B. Inventory & Channel Management
- Monitor inventory availability across warehouses and sales channels.
- Coordinate stock allocation based on channel requirements and business priorities.
- Monitor stock-outs, excess inventory and inventory ageing.
- Coordinate with Warehouse and Business teams to maintain appropriate stock availability.
- Identify inventory mismatches and coordinate reconciliation.
- Support inventory planning for promotions, campaigns and high-volume periods.
- Ensure channel inventory is accurately reflected in relevant systems.

C. Marketplace, D2C & Quick-Commerce Operations
- Manage operational requirements across marketplaces, D2C platforms and quick-commerce channels.
- Monitor channel-specific SLAs, order performance and operational requirements.
- Coordinate with relevant teams for catalogue, pricing, inventory and order-related operational issues.
- Monitor marketplace/quick-commerce exceptions and ensure timely resolution.
- Coordinate campaign and promotional readiness from an operations perspective.
- Track channel-wise performance and identify opportunities for improvement.

D. Returns, RTO & Customer Experience
- Monitor returns, RTO and reverse-logistics performance.
- Track return ageing and ensure timely processing.
- Identify recurring reasons for returns, cancellations and failed deliveries.
- Coordinate with Warehouse, Logistics, KAM and Customer Service teams on corrective actions.




- Monitor customer-impacting operational issues and ensure timely resolution.
- Analyse recurring operational issues and recommend preventive actions.

E. Cross-Functional Coordination
- Coordinate with Warehouse Operations for order fulfillment and inventory requirements.
- Work with Logistics/Last-Mile teams on dispatch and delivery issues.
- Coordinate with Technology/OMS teams for system-related operational issues.
- Work with Finance on billing, COD and operational reconciliation issues where applicable.
- Coordinate with KAM/Business teams on client-specific requirements.
- Maintain a structured action tracker covering owners, timelines and closure status.
- Escalate critical issues based on business and customer impact.

F. MIS & Performance Management Prepare and maintain regular e-commerce operations MIS covering:
- Orders received
- Orders processed
- Orders dispatched
- Order ageing
- Fill rate
- Cancellation rate
- RTO
- Returns
- Inventory availability
- Stock-outs
- SLA adherence
- Channel-wise performance
- Operational exceptions
- Open actions and ageing

Provide management with clear visibility of performance, exceptions, risks and corrective actions. G. Process Improvement

- Identify operational inefficiencies across the e-commerce order lifecycle.
- Standardise processes across channels wherever practical.
- Develop and maintain SOPs and operating guidelines.
- Identify recurring operational issues and conduct root-cause analysis.
- Drive corrective and preventive actions.
- Improve order processing time, fulfillment accuracy and service levels.
- Support automation and system improvements from a business/operations perspective.

H. Team Management
- Lead and coordinate the e-commerce operations team.
- Define responsibilities and daily operating priorities.
- Monitor team productivity and performance.
- Conduct regular reviews and provide coaching.
- Identify capability gaps and arrange required training.
- Build accountability for timely closure of operational activities.

1. Decision Rights & Authority

- Own day-to-day e-commerce operational priorities within approved business plans.
- Prioritise operational issues based on customer, revenue and business impact.
- Coordinate cross-functional teams for resolution of operational issues.
- Recommend process, inventory and fulfillment improvements.
- Escalate material service, financial, technology or customer risks to the reporting manager.




- Recommend changes to operating processes based on performance data and recurring issues.
- No independent commitment on pricing, contractual terms, commercial liability or material financial exposure outside delegated authority.

1. Performance MeasuresPerformance AreaKey MeasuresOrder FulfillmentOrder processing TAT, dispatch TAT, fulfillment rate, backlogSLA PerformanceChannel-wise SLA adherence, delayed orders, exception ageingInventoryStock availability, stock-outs, inventory accuracy, ageingMarketplace PerformanceChannel performance, order acceptance, cancellation and operational complianceD2C PerformanceOrder processing, dispatch, delivery and customer-impacting exceptionsQuick-CommerceFill rate, availability, order acceptance, cancellation and service performanceReturns & RTOReturn rate, RTO rate, ageing, closure TATOperational EfficiencyProductivity, processing time, recurring issue reductionIssue ResolutionEscalation TAT, closure rate, overdue actionsMIS & GovernanceReporting accuracy, reporting timeliness, action closureTeam PerformanceProductivity, attendance, training completion and capability development7. Stakeholder Interface

Internal: Business Growth, KAM, Warehouse Operations, Logistics, Finance, Technology/OMS, Customer Service, Procurement and other functional teams.

External:

Marketplace partners, e-commerce platforms, logistics partners, technology/service providers and other relevant operational partners.

1. Ideal Candidate Profile

- Experience: 6–10 years in e-commerce operations, marketplace operations, D2C operations, order management, fulfillment or supply-chain operations.
- Experience managing marketplaces, D2C and/or quick-commerce channels.
- Strong understanding of order-to-delivery operations.
- Experience with OMS, e-commerce platforms and operational dashboards.
- Strong Excel/Google Sheets and MIS capability.
- Good understanding of inventory, fulfillment, returns and logistics.
- Strong stakeholder and cross-functional coordination skills.
- Strong analytical and problem-solving ability.
- Ability to manage multiple priorities in a fast-paced environment.

Preferred Experience Candidates with experience in e-commerce, retail, consumer products, logistics, 3PL, D2C or marketplace businesses would be relevant.

1. Behavioral Expectations

- High ownership and accountability.
- Robust follow-through and execution discipline.
- Data-driven approach to problem solving.
- Customer-focused mindset.
- Solid coordination and communication.
- Ability to work under pressure and manage competing priorities.
- Proactive identification of operational risks.
- Structured approach to issue resolution.
- Focus on continuous improvement.

Pay: Up to ₹1,800,000.00 per year

Work Location: In person

📌 E-Commerce Manager (Mumbai)
🏢 ASCENDARA
📍 Mumbai