E-commerce / Marketplace Operations (3rd Party Payroll)

PERSOL; Gurugram District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

PERSOL is seeking a seasoned Merchant Operations professional to manage Merchant Relationships and drive service excellence across e-commerce channels from Gurugram. You will coordinate with cross-functional teams, resolve complex merchant issues, and steer process improvements to enhance settlements and merchant experience.

The role demands deep experience in merchant operations, claims management, and governance for settlements, with a track record of delivering cadence reviews and continuous

Qualifications

• 38 years of experience in Merchant Operations, Customer Operations, Supply Chain Operations, E-commerce Operations, or Sales Operations.
• Strong understanding of e-commerce platforms and online sales processes.
• Experience in establishing robust governance for settlements and merchant servicing.
• Ability to work collaboratively across teams and manage multiple projects.

Responsibilities

• Act as the single point of contact for merchant operational concerns and escalations.
• Ensure timely resolution of merchant complaints related to deliveries, returns, claims, payments, and account discrepancies.
• Conduct regular merchant reviews to identify pain points and improvement opportunities.
• Monitor order fulfilment and delivery performance across all channels.
• Own end-to-end claims management process and coordinate settlements.

Skills

Merchant Management

Claims & Dispute Resolution

Account Reconciliation

Process Improvement

Data Analysis

Job description

Experience: 38 years of experience in Merchant Operations, Customer Operations, Supply Chain Operations, E-commerce Operations, or Sales Operations.

Skills

• Strong understanding of e-commerce platforms, and online sales processes (Preferably in Electronics) or have worked in Operations for E-Comm channel with a manufacturing Organization and handled processes on Flipkart or Amazon or both.
• Proficient in Merchant Management, Claims & Dispute Resolution, Account Reconciliation, Claims Management.
• Experience in establishing robust governance for settlements and merchant servicing. Drive automation and process improvements that enhance operational efficiency and reduce escalations
• Ability to work collaboratively across teams and manage multiple projects simultaneously. Experience in data analysis and reporting tools is a plus.

Job Description

Merchant Relationship Management

• Act as the single point of contact for merchant operational concerns and escalations.
• Ensure timely resolution of merchant complaints related to deliveries, returns, claims, payments, and account discrepancies.
• Conduct regular merchant reviews to identify pain points and improvement opportunities.

Delivery & Fulfilment Operations

• Monitor order fulfilment and delivery performance across all channels.
• Coordinate with logistics partners and internal teams to resolve delivery-related issues.
• Drive improvements in service levels and merchant experience.

Claims Management

• Own end-to-end claims management process.
• Work closely with finance teams to improve settlement accuracy and turnaround times.
• Coordinate with logistics, finance, and commercial team for claim settlements.
• Ensure claims are processed within defined SLA timelines.

Process Excellence & Continuous Improvement

• Analyse recurring merchant issues and identify root causes.
• Design and implement process improvements to enhance operational efficiency.
• Develop and maintain SOPs for merchant operations.
• Drive automation initiatives to reduce manual intervention and improve turnaround times