E-commerce Operations Manager (HIGH PRIORITY)

E-commerce Operations Manager (HIGH PRIORITY)

Designation: E-commerce Operations Manager
Department: Operations
Experience: 4–8 years
Industry Requirement: FMCG e-commerce operations (mandatory)
Employment Type: Full-time
Location: As per client requirement

Role Overview

Orbit Global is hiring an E-commerce Operations Manager on behalf of a fast-growing FMCG D2C brand with a strong presence across own website and marketplaces (Amazon & Flipkart).

This is a mission-critical role responsible for leading end-to-end D2C e-commerce operations, ensuring smooth order fulfillment, tight inventory control, low RTO/NDR, and a superior customer experience. The role requires strong ownership, marketplace expertise, and hands-on operational leadership.

Role Purpose

To lead and optimize daily e-commerce operations across D2C and marketplaces, ensuring operational efficiency, inventory accuracy, reduced returns, and consistently high customer satisfaction.

Key Responsibilities

Order Management & Fulfilment

• Manage daily order processing, dispatch, and shipment tracking across D2C and marketplace channels.

• Ensure on-time fulfillment and coordination with logistics and warehouse teams.

• Monitor order flow and resolve fulfillment exceptions proactively.

RTO, NDR & Courier Management

• Reduce RTO (Return to Origin) and NDR (Non-Delivery Reports) through process improvements.

• Manage and coordinate with courier and logistics partners.

• Track delivery performance, escalations, and service-level adherence.

Marketplace Operations (Amazon & Flipkart)

• Own backend operations including:

  • Inventory management and stock reconciliation

  • Pricing control and deal execution

  • Listing quality checks and compliance

  • Claims management and financial reconciliation

• Ensure adherence to marketplace SLAs and policies.

Inventory Planning & Forecasting

• Forecast inventory requirements in coordination with:

  • Manufacturing

  • Supply chain

  • Sales and marketing teams

• Prevent stock-outs and excess inventory through data-led planning.

• Track inventory health across channels.

Warehouse, Packaging & Quality Control

• Coordinate closely with the warehouse team on:

  • Packaging standards

  • Dispatch accuracy

  • Quality checks (QC)

• Ensure minimal damages, leakages, and customer complaints.

Customer Support & Experience

• Manage customer support across:

  • Email

  • WhatsApp

  • Social media escalations

• Ensure quick resolution of queries, complaints, replacements, and refunds.

• Track customer feedback and identify recurring issues.

SOPs & Process Excellence

• Create, document, and implement SOPs for:

  • Returns

  • Replacements

  • Complaints handling

  • Refunds and escalations

• Continuously improve operational processes for efficiency and scale.

Listings, Ratings & Reviews

• Maintain listing hygiene across marketplaces and D2C platforms.

• Monitor product ratings, reviews, and customer feedback.

• Coordinate with marketing and product teams to address quality or expectation gaps.

Candidate Profile

• 4–8 years of experience in FMCG e-commerce operations (mandatory).

• Strong hands-on experience managing Amazon & Flipkart operations.

• Deep understanding of:

  • Order fulfillment workflows

  • Inventory management

  • RTO/NDR reduction

  • Claims and reconciliation

• Experience working with warehouses, courier partners, and customer support teams.

• Process-driven, detail-oriented, and comfortable in high-volume operations.

• Strong ownership mindset with the ability to handle operational pressure.

Why This Role

• High-priority, high-impact role directly influencing revenue and customer experience.

• Ownership of end-to-end D2C and marketplace operations.

• Opportunity to build scalable SOPs and operational frameworks.

• Exposure to fast-paced FMCG e-commerce growth.

• Strong career progression within e-commerce operations and supply chain leadership.

About Orbit Global

Orbit Global is a leading HR recruitment firm specializing in marketing, digital, e-commerce, and operations hiring. We partner with high-growth organizations to place talent that delivers operational excellence and sustainable scale.

📩 Apply via Orbit Global
Shortlisted candidates will be contacted by the Orbit Global recruitment team.