The E-Commerce Operations Manager will oversee the daily operations of our online store, manage inventory, process orders, and ensure timely fulfillment. Responsibilities include coordinating with suppliers, monitoring logistics, analyzing sales data, and improving customer service. The role requires close collaboration with marketing and IT teams to ensure seamless website functionality and user experience.

Operations & Fulfillment:

• Oversee order processing, picking, packing, and shipping to ensure timely and accurate deliveries.
• Implement best practices for returns, exchanges, and refunds.

Inventory & Merchandising:

• Manage e-commerce inventory accuracy, stock levels, and replenishment.
• Coordinate with merchandising teams to ensure correct product listings, pricing, and promotions.

Platform & Process Management:

• Maintain smooth functionality of the e-commerce platform (website, apps, marketplaces).
• Troubleshoot operational issues and work with IT/tech support on enhancements.
• Ensure site content accuracy (product descriptions, images, stock availability).

Customer Experience & Service:

• Oversee customer service operations related to e-commerce orders.
• Resolve escalations and ensure a seamless shopping journey.
• Track and improve customer satisfaction (delivery time, order accuracy, feedback).

Performance & Reporting:

• Monitor KPIs (order accuracy, delivery time, cart abandonment, return rate).
• Provide weekly/monthly performance reports to management.
• Use data insights to drive operational improvements.

Team Leadership:

• Manage and train e-commerce operations staff.
• Collaborate with marketing, finance, retail, and logistics teams for alignment.